About the Role
We're hiring a Director of Customer Experience and Education — a strategic leader who drives measurable customer outcomes through integrated experience design and educational excellence. You'll own the strategy and execution across customer experience optimization, comprehensive education programs, and cross-functional initiatives that accelerate adoption and retention.
Reporting to the SVP, Customer Experience, you'll lead a team including a Lead Customer Education Manager (who manages content development), Customer Trainers and a Service Designer, while serving as a strategic execution partner on enterprise-wide customer initiatives.
What You'll Do
Strategic Leadership & Cross-Functional Partnership (35%)
- Enterprise Strategy Execution: Lead strategic customer initiatives across the organization, serving as key execution partner to SVP CX
- Customer Experience Vision: Define and drive holistic customer experience strategy that integrates touchpoints across the entire customer lifecycle
- Executive Partnership: Build relationships with Product, Sales, Marketing, and CS leadership to ensure customer-centric decision making
- Performance Management: Establish integrated metrics measuring education effectiveness, experience quality, and business impact
Customer Education Excellence (35%)
- Education Strategy & Vision: Own comprehensive customer education roadmap including learning pathways, certification programs, and content strategy
- Team Leadership: Manage Lead Customer Education Manager who oversees content development teams and training delivery specialists
- Program Development: Design multi-modal learning experiences (self-paced, instructor-led, micro-learning) that accelerate product adoption
- Trainer Excellence: Ensure high-quality delivery through trainer development, standardization, and performance optimization
Experience Design & Optimization (30%)
- Journey Mapping & Design: Partner with Service Designer to identify friction points and optimize customer journeys across all touchpoints
- Experience Integration: Connect educational moments with experience improvements to create seamless, value-driven customer interactions
- Voice of Customer: Synthesize insights from education programs and experience research to inform product and strategy decisions
- Continuous Improvement: Lead rapid-response initiatives to address customer pain points and capitalize on success opportunities
Who You Are
Core Requirements
- 7+ years in customer experience, education, or related fields with 3+ years in director-level roles managing teams and strategic programs
- Dual Expertise: Deep experience in both customer education/training programs AND customer experience design/optimization
- Team Leadership: Proven track record managing diverse teams including content developers, educators, and experience designers
- Strategic Execution: Experience as senior leader driving cross-functional initiatives with measurable business impact
- B2B SaaS Experience: Understanding of complex customer journeys and educational needs in enterprise software environments
Leadership & Technical Excellence
- Strategic Systems Thinker: Connects education, experience, and business outcomes into cohesive customer success strategies with measurable ROI
- Dual-Domain Expertise: Deep knowledge of adult learning principles, instructional design, customer journey mapping, and service design methodologies
- Collaborative Executive: Builds partnerships across all organizational levels while leveraging analytics tools to drive data-driven decision making
- Innovation & Scale: Uses emerging technologies and LMS platforms to optimize both educational delivery and experience design
- Educational Foundation: Bachelor's degree in relevant field; advanced degree in Education, Psychology, or Business preferred
Why This Role Matters
You'll shape how customers learn about, adopt, and succeed with our platform while optimizing every aspect of their experience. By integrating education excellence with experience design, you'll create competitive advantages that drive customer success, retention, and growth. Your strategic leadership will establish scalable frameworks that transform customer relationships and deliver measurable business outcomes.
Success Metrics
Education Excellence: Course completion rates, certification achievements, knowledge retention, and learning program ROI
Experience Optimization: Customer satisfaction scores, journey completion rates, friction point resolution, and experience quality metrics
Business Impact: Customer adoption velocity, feature utilization, retention rates, expansion revenue, and overall customer lifetime value
Strategic Leadership: Cross-functional partnership effectiveness, team performance, and recognition as key driver of customer success initiatives
