Customer Education Lead

Role overview Build a customer education program that helps users learn a complex B2B software product, become more self-sufficient, and realize value sooner. The role spans learner research, curriculum and content development, education infrastructure, and measurement, while coordinating closely with customer-facing and product teams.

Responsibilities - Identify customer audiences and learning needs using product usage, support trends, and feedback from customer-facing teams. - Create onboarding materials, guides, videos, templates, self-paced modules, interactive learning paths, assessments, and certification content. - Establish an online academy with curricula, use-case resources, and learning paths for different users. - Select and implement a learning platform or content hub that supports self-service learning and progress reporting. - Set up repeatable content review and maintenance processes so learning resources keep pace with product releases. - Measure how education affects activation, feature adoption, customer health, time-to-value, and renewals; use findings to improve the program. - Equip customer success and go-to-market teams with internal enablement materials and coordinate education content for feature launches.

Requirements - At least three years in instructional design, customer education, or enablement at a B2B SaaS organization. - Experience creating customer-facing learning content that improves adoption. - Evidence of connecting education programs to outcomes such as adoption, time-to-value, or renewals. - Strong project management and collaboration skills across customer success, product, and marketing. - Excellent writing, organization, and presentation skills.

Nice to have - Experience with technical B2B products, particularly engineering tools such as CAD, PLM, or DevOps software. - Hands-on familiarity with learning management systems or course authoring tools. - Experience combining self-paced and live learning, or work in customer marketing, enablement, or community programs.