Head of Customer Education

Responsibilities

• Oversee RecOps Consulting: ensure 1:1 customer engagements drive value and insights feed into Academy content.
• Partner with Professional Services on scoping, delivering, and evolving paid RecOps engagements by segment.
• Partner with Manager of Academy on content strategy, organization, and evolution of the library.
• Build new Academy programs including product certification, centralize webinars, and launch Digital Programs via in-app and email.
• Build out Product Enablement: translate advanced product context for CSMs and AEs, address continuous shipping, design durable new-hire onboarding.
• Build operating infrastructure for the three functions: intake processes, engagement frameworks, capacity planning, and connective systems.
• Manage mix of Managers and ICs initially; identify and build additional leadership layers as organization scales.
• Represent Customer Education externally via webinars, events, and sessions; synthesize feedback into product input.
• Review and maintain high bar for all published content and experiences.

Requirements

• Experience building and scaling Recruiting Operations, Customer Success, or Customer Education functions.
• Think from first principles about education; prioritize what serves specific audiences over best practices.
• Strong leader of leaders: develop people deliberately, maintain high bar without micromanaging.
• Think in operating models: determine what functions should share or keep separate and build appropriate systems.
• Energized by staying close to the work, directly managing consultants and Academy team initially.
• Build strong cross-functional relationships with CS, Sales, Product, and Marketing leadership.
• Comfortable with ambiguity and motivated by building in an early, evolving function.
• Clear communication in a writing-heavy culture.
• Consider full customer spectrum from small teams to enterprises.
• Comfortable learning new tools to support team (e.g., in-product journeys, LMS).
• Perspective on integrating consulting into broader education strategy.

Nice-to-Haves

• Perspective on scaling 1:1 expertise into content where appropriate.

Compensation and Benefits

• Base salary range: $170,000 - $276,000 (total compensation likely higher with equity).
• 10-year exercise window for stock options.
• Unlimited PTO with four weeks recommended per year.
• Twelve weeks of fully paid family leave.
• Generous equipment, software, and office furniture budget.
• $100/month education budget (conferences covered separately).