Customer Education Manager

Responsibilities

• Own the Drata Academy roadmap, including course-library strategy, learning paths, and curriculum architecture across GRC, Trust Center, AIQA, and TPRM.
• Design distinct learning experiences for Enterprise and SMB customers.
• Mature the Academy into a comprehensive education program with measurable customer outcomes.
• Define customer-education frameworks, standards, and content-quality criteria.
• Build scalable content-production processes using AI-assisted authoring tools such as Claude Design and Arcade.
• Partner with Product to align education content with feature releases.
• Launch and own the Drata Admin Certification program, including curriculum, assessments, badging, renewals, competency models, exam structure, passing criteria, and credential lifecycle.
• Develop certification resources, including study guides, preparation courses, practice assessments, and community-based peer learning.
• Use AI for content creation, personalization, adaptive learning paths, and content-gap identification.
• Define and own education KPIs, including completion rates, certification pass rates, time-to-proficiency, and relationships between education engagement and GRR/NRR.
• Connect Academy engagement data with customer health and retention outcomes using Snowflake and Catalyst.
• Report program performance in quarterly Digital CS business reviews and improve programs based on data.
• Integrate Academy with automated playbooks, in-app guidance, community content, and 1:M events.
• Partner cross-functionally with Product, Customer Success, Sales, Marketing, Support, Community, and Events.

Requirements

• 5–8 years of experience in customer education, learning and development, or instructional design at a B2B SaaS company.
• Experience building or maturing customer education programs across different company stages.
• Experience designing learning and development programs for both Enterprise and SMB customers.
• End-to-end experience designing, launching, or owning a professional certification or credentialing program.
• Deep hands-on LMS experience with Skilljar, Gainsight Academy, Docebo, Thought Industries, or similar platforms.
• Demonstrated use of AI to accelerate content creation, improve learning outcomes, or scale an education program.
• Strong instructional-design skills and knowledge of adult-learning principles.
• Experience designing video, interactive, and assessment-based learning modalities.
• Data-driven approach to tracking completion, certification, and business-impact metrics.
• Strong cross-functional collaboration skills.

Nice to Have

• Experience in GRC, security compliance, or trust.
• Familiarity with Drata, SOC 2, ISO 27001, or similar frameworks.

Benefits

• Strategic ownership of the customer-education discipline.
• Opportunity to build a certification with potential market value.
• Clear path to building and managing a future customer-education team.