Job Description

We're seeking a Lead Customer Education Specialist to drive development and delivery of scalable educational programs that accelerate customer adoption and reduce time-to-value. Reporting to the Director of Customer Experience and Education, you'll create, optimize, and measure educational content and experiences that support customer success objectives and enterprise-wide CX initiatives. This role combines instructional design expertise with data-driven program management, working cross-functionally to ensure educational initiatives deliver measurable business impact while supporting the Director's strategic partnerships.

Responsibilities

• Develop comprehensive launch content and strategies for AI-powered features
• Create frameworks that evolve with rapidly changing AI capabilities
• Design customer education journeys that teach when and how to leverage automated coaching versus human-driven processes
• Build content systems accommodating frequent AI iterations and cross-product integrations
• Create customer-facing resources for 6+ major product launches
• Develop approaches accounting for different customer AI sophistication and SaaS adoption maturity levels
• Create guides helping customers integrate AI features into existing workflows without process disruption
• Ensure educational content aligns with Product, Marketing, and Sales initiatives
• Establish efficient workflows for updating content in response to UI changes and feature enhancements
• Track education metrics including engagement, completion, retention, and correlation to business outcomes
• Create systems identifying gaps between AI capabilities and user understanding
• Connect educational participation to measurable results like feature adoption and expansion revenue

Requirements

• 5+ years in customer education, instructional design, or training development with AI/technology product enablement experience
• B2B SaaS experience with understanding of AI product complexity and customer adoption challenges
• Proven ability creating engaging educational content for complex technical products across multiple formats
• Experience partnering with product and marketing teams on launch enablement initiatives
• Understanding of AI/ML concepts with ability to translate complex functionality into accessible content
• Experience with LMS platforms, authoring tools, and adult learning principles for professional audiences
• Proficiency with data analysis tools and frameworks for measuring educational ROI and business impact
• Ability to work effectively with Product, Marketing, Customer Success, and executive stakeholders
• Experience with rapid content iteration and versioning for fast-moving product environments

Benefits

• No benefits