Head of Customer Learning

Responsibilities

• Own the Customer Education roadmap and represent the function in executive-level updates and decisions.
• Lead and grow the Customer Education team, including organizational design, hiring plans, and contractor, agency, or in-house train-the-trainer models.
• Own the lifecycle, governance, discoverability, and quality of customer education content.
• Evolve the certification program and Academy, expanding curriculum depth and coverage as products and workflows launch.
• Design and run a multi-channel, digital-first strategy for onboarding and adoption, including in-product guidance, digital nurture sequences, webinars, video, and community.
• Develop the vision and content strategy for teaching the legal industry to work with AI through external-facing content, programs, and points of view.
• Own metrics including time-to-value, activation and adoption depth, certification and adoption velocity, ticket deflection, and education's contribution to net revenue retention.
• Partner with Product, Product Operations, Customer Experience, GTM, Sales, Customer Success, Support, and Data.

Requirements

• 10+ years of experience in customer education, learning or academy functions, content strategy, or digital-led customer engagement.
• Experience scaling a function beyond its initial build into a strategic, revenue-relevant program.
• Experience setting multi-quarter roadmaps and presenting executive-level updates.
• Experience partnering with Product, Product Operations, and GTM or Sales leadership.
• Digital-first approach to adoption and onboarding, including funnels, touchpoints, and customer journeys.
• Strong content and program operations judgment, including portfolio governance, lifecycle management, and quality standards.
• Experience building thought leadership and market authority through education and content.
• Data-driven approach, including dashboard ownership and demonstrating education's contribution to revenue.
• Proven people leadership, including hiring, developing, and leading teams with leads or managers.
• Experience managing external contractor or agency relationships.
• Excellent written and verbal communication and experience influencing senior executives.

Nice-to-haves

• Experience in legal, professional services, financial services, or another industry where customers are newer to AI-native software.
• Familiarity with LMS platforms, authoring tools, and in-product engagement tools.
• Experience building executive point-of-view content or category-defining thought leadership programs.
• Experience using AI tools to scale content production or personalize learning paths.

Compensation

• $184,000 - $276,000 USD