Customer Education Program Manager

Responsibilities

• Own net-new customer education work from concept through publication, including courses, playbooks, recordings, and other learning assets.
• Define the goal, audience, format, and scope of each learning asset; gather input, design the approach, and build it.
• Refresh and improve existing Academy content to keep it aligned with the product.
• Translate complex product workflows into clear, practical, outcome-oriented education.
• Partner with Customer Success, Product, Product Marketing, and Recruiting Operations Consulting to identify education opportunities and deliver assets at the right time.
• Contribute to systems, standards, and workflows that help Customer Education scale while maintaining high-quality learning experiences.
• Explore adjacent formats such as tutorials, in-app guidance, and other just-in-time learning experiences.
• Manage approximately 2–3 new courses or major playbooks per quarter, along with ongoing content refreshes and maintenance.
• Learn the product, write, record, design learning flows, review, refine, and ship content directly.

Requirements

• Experience teaching complex products or processes through live instruction, writing, or both.
• Ability to learn complex products quickly through hands-on exploration, documentation, and collaboration with internal experts.
• Strong customer empathy and ability to translate complexity into practical coaching and content.
• Ability to manage multiple projects and adapt when priorities shift.
• Strong writing skills, with the ability to make complicated topics clear and useful.
• Comfort recording voiceovers for customer-facing content.
• Ability to own work end to end, from problem framing through build and launch.
• Strong collaboration skills with subject matter experts and other stakeholders.
• Sound judgment about scope, format, depth, and delivery speed.
• Meaningful experience owning autonomous work, improving how something is taught or documented, and focusing on outcomes.

Nice-to-haves

• Background in customer education, enablement, implementation, solutions consulting, customer success, recruiting operations, or product training.
• Experience building courses, playbooks, tutorials, in-app guidance, or other scalable learning assets.

Compensation and Benefits

• Annual salary range: $135,000–$176,813.
• Interview process includes a recruiting call, hiring manager interview, take-home assignment, final panel interview, take-home deep dive, and collaboration and communication interview.