# Customer Education Manager

**Company:** [Drata](https://hotfix.jobs/companies/drata)
**Location:** San Francisco, CA
**Role:** Customer Success
**Experience:** 5+ years
**Skills:** Customer Education, Instructional Design, Learning Management Systems, Skilljar, Gainsight Academy, Docebo, Thought Industries, Artificial Intelligence, Adult Learning, Snowflake, Catalyst, GRC, SOC 2, ISO 27001
**Posted:** 2026-09-03

> Own and scale Drata’s customer education function by building the Academy, launching an administrator certification, and integrating learning across Digital Customer Success. The role requires 5+ years in B2B SaaS education or instructional design, LMS expertise, certification experience, AI fluency, and strong data-driven program ownership.

## Job Description

## 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.

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