# Director of Customer Education

**Company:** [Weave](https://hotfix.jobs/companies/weave)
**Location:** Lehi, UT
**Role:** Customer Success
**Experience:** 8+ years
**Skills:** Instructional Design, Learning Management Systems, Lms, Customer Enablement, SaaS, AI, Skilljar, Docebo, Thought Industries, Gainsight, Walkme
**Posted:** 2026-06-02

> As Director of Customer Education, you will lead the strategy and execution of customer education programs to drive product adoption, retention, and expansion. You will build scalable learning experiences, manage a high-performing team, and collaborate cross-functionally to ensure customer success.

## Job Description

## 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.

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