Director of Customer Education

What You Will Own

Strategy & Leadership

• Define and execute the company’s customer education vision, strategy, and roadmap.
• Build scalable education programs that support onboarding, product adoption, advanced feature usage, certifications, and customer maturity.
• Establish KPIs and success metrics tied to customer outcomes, retention, expansion, product utilization, and customer satisfaction.
• Lead and develop a high-performing customer education team including instructional designers, trainers, content creators, and program managers.
• Serve as the internal subject matter expert on customer learning strategies and adult learning methodologies.

Enterprise Customer Experience

• Design learning experiences tailored for specific customer segments including enterprise organizations with complex organizational structures, workflows, and stakeholder groups.
• Develop role-based and persona-based learning journeys for administrators, executives, managers, and end users.
• Partner with enterprise Onboarding and Customer Success teams to support strategic accounts and large-scale customer rollouts.
• Build executive education and enablement programs that help enterprise customers achieve measurable business outcomes.
• Support change management and adoption strategies for enterprise implementations.

Program Development & Delivery

• Oversee the creation of scalable learning assets including:
  • eLearning courses
  • Instructor-led training
  • Virtual workshops
  • Certifications
  • Knowledge base content
  • Webinars and customer academies
  • In-app guidance and microlearning
• Manage and optimize Learning Management Systems (LMS) and customer learning platforms.
• Drive innovation in digital learning experiences using modern learning technologies and AI-enabled learning solutions where appropriate.
• Ensure all content aligns with brand standards, accessibility requirements, and adult learning best practices.

Cross-Functional Collaboration

• Partner with Product teams to stay aligned on roadmap changes and feature releases.
• Collaborate with Marketing on customer engagement campaigns and thought leadership initiatives.
• Work closely with Onboarding, Support and Customer Success teams to identify customer pain points and learning gaps.
• Align with Sales and Revenue teams to support customer onboarding and expansion opportunities.
• Create feedback loops between customers and internal teams to improve both educational experiences and product usability.

Measurement & Optimization

• Analyze learning engagement, completion rates, adoption trends, and customer outcome metrics.
• Use data to continuously improve learning experiences and program effectiveness.
• Build executive-level reporting and dashboards to communicate education impact.
• Monitor industry trends and competitive benchmarks in customer education and enterprise enablement.

What You Will Need to Accomplish the Job

• 8+ years of experience in customer education, customer enablement, learning & development, or customer success within a SaaS or technology company.
• 4+ years leading teams and building scalable education programs.
• Proven experience working with enterprise customers and supporting complex implementations.
• Experience creating customer learning strategies tied to business outcomes and revenue impact.
• Strong understanding of adult learning principles, instructional design, and customer adoption strategies.
• Experience managing or administering LMS platforms and digital learning ecosystems.
• Demonstrated ability to work cross-functionally with executive stakeholders.

What Will Make Us Love You

• Experience in B2B SaaS, healthcare technology, fintech, communications, or enterprise software.
• Experience launching customer certification programs.
• Familiarity with customer education tools such as Skilljar, Docebo, Thought Industries, Gainsight, WalkMe, or similar platforms.
• Experience using AI-driven learning tools or analytics platforms.
• Bachelor’s degree required; Master’s degree or relevant certifications preferred.