Customer Education & Content Manager

Responsibilities

Customer Training Academy

• Reduce inbound support tickets on trainable topics by building structured, self-serve learning paths across CMMC, FedRAMP, SOC 2, ISO 27001, HIPAA, and core product features
• Increase self-serve adoption for SMB and mid-market customers by ensuring every top-trafficked help center article has a companion video walkthrough
• Drive deeper platform engagement through certification and completion-based programs that give customers a measurable reason to return to the academy

Product Video & Walkthrough Content

• Maintain a current, accurate video library covering every major feature and workflow
• Produce micro demos and short-form walkthroughs for high-frequency "how do I" questions
• Accelerate customer awareness of new features by scripting and producing release videos in collaboration with Product and Marketing
• Shorten time-to-value for new customers by ensuring onboarding video content reflects the latest product UI

Internal Enablement

• Create and maintain enablement content for Sales: demo scripts, competitive positioning, objection handling videos, and product update summaries
• Create and maintain enablement content for Implementation: onboarding runbooks, handoff guides, and process walkthroughs
• Build a channel partner enablement library so resellers and MSPs can ramp independently

Adoption & Impact

• Drive active usage of the academy by partnering with Product and CS teams to surface content at key moments in the customer lifecycle
• Measurably reduce the volume of 1:1 training, walkthrough, and "show me how" requests handled by CSMs
• Own the content strategy for the Comply AI knowledge base
• Track and report on education KPIs: course completion rates, video engagement, support ticket deflection, and time-to-value metrics
• Identify content gaps by reviewing support ticket trends, help center analytics, and cross-functional feedback

Requirements

Required

• Experience launching or scaling a customer education function from scratch
• Thrives in cross-functional environments with tight partnership across Product, Marketing, CX, CS, and Implementation
• Comfortable producing high-quality screen recordings with voice narration using modern tools (Loom, Camtasia, ScreenFlow, or similar)
• Strong written communication and scripting skills
• Experience with LMS platforms (Skilljar, Gainsight CE, Northpass, Docebo, or similar)
• Technical fluency with SaaS products, able to navigate integrations, APIs, and complex platform workflows
• Ability to prioritize a content backlog using data: help center analytics, ticket tagging, and product usage signals
• 3+ years of experience in SaaS, ideally in a content, education, enablement, or instructional design role

Nice to Have

• Background in GRC, compliance, or security awareness training
• Experience building and running a customer certification or badging program
• Comfort on camera for webinars or live training sessions
• Experience building channel or partner enablement programs