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.

Responsibilities

• AI-focused content development (40%): Develop launch content and strategies for AI-powered features, create frameworks for adaptive content systems, design customer education journeys for AI, build scalable content systems.
• GTM-aligned customer enablement (35%): Create customer-facing resources for product launches, develop tiered enablement approaches, create guides for integrating AI features, ensure educational content aligns with product, marketing, and sales initiatives.
• Content operations & measurement (25%): Establish efficient workflows for updating content, track education metrics (engagement, completion, retention), create systems for identifying gaps between AI capabilities and user understanding, connect educational participation to measurable results.

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
• 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