# Head of Customer Learning

**Company:** [Harvey](https://hotfix.jobs/companies/harvey)
**Location:** New York, NY, San Francisco, CA
**Role:** Customer Success
**Salary:** $184k – $276k/yr
**Experience:** 10+ years
**Skills:** customer education, Content Strategy, digital adoption, Customer Onboarding, learning management systems, certification programs, Thought Leadership, product operations, Data Analytics, in-product engagement, webinars, AI Tools
**Posted:** 2026-08-07

> Leads and scales Harvey’s Customer Education function, owning its roadmap, team, certification programs, content strategy, and digital adoption initiatives. The role requires 10+ years of relevant experience, executive communication skills, strong cross-functional partnership, and proven people leadership.

## Job Description

## 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

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