About the Role
We're seeking a Lead Customer Education Specialist to drive development and delivery of scalable educational programs that accelerate customer adoption and reduce time-to-value. Reporting to the Director of Customer Experience and Education, you'll create, optimize, and measure educational content and experiences that support customer success objectives and enterprise-wide CX initiatives.
This role combines instructional design expertise with data-driven program management, working cross-functionally to ensure educational initiatives deliver measurable business impact while supporting the Director's strategic partnerships.
What You'll Do
AI-Focused Content Development (40%)
- AI Feature Enablement: Develop comprehensive launch content and strategies for AI-powered features, emphasizing Coach functionality and organizational complexity navigation
- Adaptive Content Systems: Create frameworks that evolve with rapidly changing AI capabilities, including implementation guides for access controls and feature uncertainties
- AI Education Pathways: Design customer education journeys that teach when and how to leverage automated coaching versus human-driven processes
- Scalable Production: Build content systems accommodating frequent AI iterations and cross-product integrations
GTM-Aligned Customer Enablement (35%)
- Product Launch Partnership: Create customer-facing resources for 6+ major product launches including AI-enhanced performance reviews and analytics tools
- Tiered Enablement: Develop approaches accounting for different customer AI sophistication and SaaS adoption maturity levels
- Implementation Support: Create guides helping customers integrate AI features into existing workflows without process disruption
- Cross-Functional Alignment: Ensure educational content aligns with Product, Marketing, and Sales initiatives
Content Operations & Measurement (25%)
- Agile Content Management: Establish efficient workflows for updating content in response to UI changes and feature enhancements
- Performance Analytics: Track education metrics including engagement, completion, retention, and correlation to business outcomes
- Customer Feedback Integration: Create systems identifying gaps between AI capabilities and user understanding
- ROI Demonstration: Connect educational participation to measurable results like feature adoption and expansion revenue
Who You Are
Core Requirements
- 5+ years in customer education, instructional design, or training development with AI/technology product enablement experience
- SaaS & AI Background: B2B SaaS experience with understanding of AI product complexity and customer adoption challenges
- Content Creation: Proven ability creating engaging educational content for complex technical products across multiple formats
- GTM Collaboration: Experience partnering with product and marketing teams on launch enablement initiatives
Essential Skills & Competencies
- AI Product Knowledge: Understanding of AI/ML concepts with ability to translate complex functionality into accessible content
- Learning Technologies: Experience with LMS platforms, authoring tools, and adult learning principles for professional audiences
- Analytics & Measurement: Proficiency with data analysis tools and frameworks for measuring educational ROI and business impact
- Cross-Functional Partnership: Ability to work effectively with Product, Marketing, Customer Success, and executive stakeholders
- Agile Development: Experience with rapid content iteration and versioning for fast-moving product environments
Success Metrics
Content Impact: Measurable increase in AI feature adoption, successful delivery for 6+ product launches, reduced content creation time through improved frameworks
Business Alignment: Stakeholder satisfaction with content quality, demonstrated connection between education participation and customer retention/expansion, support ticket reduction for covered features
Operational Excellence: Efficient content update workflows, responsive customer feedback integration, recognition as valuable cross-functional partner
Growth Opportunities
This role offers significant advancement potential within Customer Experience, providing exposure to strategic initiatives including leading specialized AI education initiatives, driving strategic CX projects with the Director, and influencing product development through customer insights. The position balances tactical impact with strategic development in cutting-edge AI product education.
