Customer Success Programs Lead
Own customer health scoring, lifecycle automation, and scaled programs that drive adoption, retention, and expansion. Build AI-powered CS systems from the ground up at a high-growth SaaS company.
Customer Education & Content Manager
Owns customer education academy, producing videos, courses, and enablement content for self-serve learning, internal teams, and partners to drive adoption and reduce support tickets. Requires 3+ years in SaaS education/enablement and LMS experience.
New York, NYSan Francisco, CAWashington, DCCustomer SuccessHybrid3+ YOE
About the role
Responsibilities
Customer Training Academy
- Reduce inbound support tickets on trainable topics by building structured, self-serve learning paths across CMMC, FedRAMP, SOC 2, ISO 27001, HIPAA, and core product features
- Increase self-serve adoption for SMB and mid-market customers by ensuring every top-trafficked help center article has a companion video walkthrough
- Drive deeper platform engagement through certification and completion-based programs that give customers a measurable reason to return to the academy
Product Video & Walkthrough Content
- Maintain a current, accurate video library covering every major feature and workflow
- Produce micro demos and short-form walkthroughs for high-frequency "how do I" questions
- Accelerate customer awareness of new features by scripting and producing release videos in collaboration with Product and Marketing
- Shorten time-to-value for new customers by ensuring onboarding video content reflects the latest product UI
Internal Enablement
- Create and maintain enablement content for Sales: demo scripts, competitive positioning, objection handling videos, and product update summaries
- Create and maintain enablement content for Implementation: onboarding runbooks, handoff guides, and process walkthroughs
- Build a channel partner enablement library so resellers and MSPs can ramp independently
Adoption & Impact
- Drive active usage of the academy by partnering with Product and CS teams to surface content at key moments in the customer lifecycle
- Measurably reduce the volume of 1:1 training, walkthrough, and "show me how" requests handled by CSMs
- Own the content strategy for the Comply AI knowledge base
- Track and report on education KPIs: course completion rates, video engagement, support ticket deflection, and time-to-value metrics
- Identify content gaps by reviewing support ticket trends, help center analytics, and cross-functional feedback
Requirements
Required
- Experience launching or scaling a customer education function from scratch
- Thrives in cross-functional environments with tight partnership across Product, Marketing, CX, CS, and Implementation
- Comfortable producing high-quality screen recordings with voice narration using modern tools (Loom, Camtasia, ScreenFlow, or similar)
- Strong written communication and scripting skills
- Experience with LMS platforms (Skilljar, Gainsight CE, Northpass, Docebo, or similar)
- Technical fluency with SaaS products, able to navigate integrations, APIs, and complex platform workflows
- Ability to prioritize a content backlog using data: help center analytics, ticket tagging, and product usage signals
- 3+ years of experience in SaaS, ideally in a content, education, enablement, or instructional design role
Nice to Have
- Background in GRC, compliance, or security awareness training
- Experience building and running a customer certification or badging program
- Comfort on camera for webinars or live training sessions
- Experience building channel or partner enablement programs
Skills
LoomCamtasiaScreenflowSkilljarGainsight CeNorthpassDoceboLmsSaaSAPIsGRCSOC 2ISO 27001HIPAAFedRAMP
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