Director, Customer Education
Director, Customer Education
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Job Description
Summary:
We are currently seeking a Director of Customer Education to join our Customer Success Team. We offer a hybrid work environment and are looking for someone to join us in Vancouver Calgary or Toronto. Were open to hiring someone remotely across Canada or the U.S. for the right candidate.
Who you are:
We are looking for a Director of Customer Education (CE) to lead our education strategy and execution accelerating customer adoption and driving product proficiency at scale. This role is responsible for Clio Academy the Clio Certified Administrator Program and all customer education experiencesfrom on-demand training to instructor-led sessions.
You will build and lead a high-performing team of instructional designers facilitators content producers and technical writers. Youll partner cross-functionally with Product Marketing Product Customer Success and Support to ensure customers are empowered with the knowledge and confidence to succeed with Clio.
What youll work on:
Customer Education Strategy & Programs
Own the vision and strategy for customer education at Clio driving measurable improvements in adoption satisfaction and retention.
Lead the development evolution and expansion of Clio Academy our on-demand mobile-friendly training platform for customers and prospects.
Scale and operationalize the Clio Certified Administrator Program ensuring every law firm can develop an in-house Clio expert.
Learning Content & Experiences
Oversee development of world-class educational content including:
Clear concise technical documentation
Engaging how-to videos and product walk-throughs
Interactive webinars and workshops
Structured learning paths aligned to customer journeys and personas
Apply instructional design best practices grounded in adult learning principles and behavior change science.
Cross-functional Partnerships
Collaborate with Product Marketing Managers (PMMs) to ensure timely high-quality education materials for product launches and feature updates.
Work closely with Product Support and Success teams to address ongoing customer needs and education gaps.
AI & Innovation in Education
Champion the use of AI tools for content creation course development and personalization at scale.
Evaluate and implement AI solutions that enhance learning experiences and operational efficiency across the CE function.
Team Leadership & Operations
Build coach and lead a multidisciplinary CE team across content design facilitation and program management.
Develop metrics and dashboards to monitor CE effectiveness (e.g. course completion rates NPS adoption impact).
Manage budgets tools and vendor relationships to support delivery of CE programs.
What you may have:
8 years in customer education instructional design or learning & development with 5 years in a leadership role (preferably in SaaS or B2B tech).
Proven experience leading customer education programs that scale with product and business growth.
Expertise in:
Instructional design and adult learning theory
Technical writing and video content production
Program management and cross-functional collaboration
Strong familiarity with customer education platforms (LMS) webinar tools and content management systems.
Track record of using AI tools (e.g. GenAI LLMs) to accelerate content development or personalize learning.
Analytical mindset with ability to tie CE efforts to business outcomes (adoption retention customer health).
Bonus points if you have:
Experience in legal technology legal operations or working with legal professionals.
Familiarity with Clio products or law firm workflows.
Certification in instructional design adult education or learning technologies
What you will find here:
Compensation is one of the main components of Clios Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.
Some highlights of our Total Rewards program include:
Competitive equitable salary with top-tier health benefits dental and vision insurance
Hybrid work environment with expectation for local Clions (Vancouver Calgary Toronto and Dublin) to be in office minimum 2 days per week on our Anchor Days.
$2000 annual counseling benefit
RRSP matching and RESP contribution
Clioversary recognition program with special acknowledgement at 3 5 7 and 10 years
In addition this role is eligible for variable pay that is based on company performance with actual payout amounts calculated and paid on a quarterly basis.
*We aim to hire all candidates between the minimum and the midpoint of the full salary range. We reserve the midpoint to the maximum of the salary band for internal employees who demonstrate sustained high performance and impact at Clio. The final offer amount for this role will be dependent on individual experience and skillset of the candidate. Please note there are a separate set of salary bands for other regions based on local currency.
Diversity Inclusion Belonging and Equity (DIBE) & Accessibility
Our team shows up as their authentic selves and are united by our mission. We are dedicated todiversity equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included valued and enabled to do the best work of their careers wherever they choose to log in from. We believe that different perspectives skills backgrounds and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.
Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation please let us know and we will work with you to meet your needs.
Learn more about our culture at Experience:
Director
Employment Type
Full-Time
Key Skills
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