Customer Education Manager

Role Purpose

A Customer Education Manager in a B2B SaaS environment owns the strategy execution and impact of customer education programs that directly drive product adoption value realization and customer success. This role combines strategic thinking with hands-on program leadershipyou will design the educational roadmap mentor a small team and own measurable outcomes. Your work transforms how customers learn our product reduces support burden and accelerates time-to-value.

Job Description

Job Title: Manager Customer Education

About the Role

We are looking for a Customer Education Manager who will lead the vision strategy and execution of our customer education function. You will own the end-to-end customer learning experience across all touchpointsacademies knowledge bases webinars onboarding and certification. Youll report directly to the Director of Services and partner with Product Customer Success and Support to ensure every customer can achieve their desired outcomes with our product.

Your core focus will be to:

• Build a scalable outcomes-driven education strategy aligned with business goals and customer value realization.

• Lead a team of 23 people (Instructional Designers and/or Customer Education Specialists) with clear goals feedback and development pathways.

• Identify critical customer learning gaps and prioritize education initiatives that move adoption activation and feature usage metrics.

• Collaborate with Product and Customer-facing teams to translate product strategy into customer education strategy.

• Measure and own the impact of education programs on customer success metrics.

You will be the connective tissue between Product Support Success and the education teamensuring customer learning is a strategic lever for growth and retention.

Responsibilities

Strategy & Planning

• Develop and maintain a customer education strategy and roadmap aligned with company goals and customer segmentation (by persona industry use case lifecycle stage).

• Understand customer outcomes and design the best education pathways to help them achieve those outcomes through our product.

• Identify gaps in customer understanding by partnering with Support and Customer Success and translate those gaps into education content and program priorities.

• Set quarterly and annual goals for the education team tied to business metrics (e.g. activation rate feature adoption support deflection time-to-first-value).

Program Ownership & Execution

• Own and grow the customer education ecosystem: academy/LMS help center/knowledge base webinars certifications email nurture sequences in-app learning and self-serve onboarding.

• Ensure critical workflows and new product features are well-documented and have top-notch training resources (KBs courses video walkthroughs job aids) that enable seamless adoption.

• Create structured reusable learning journeys for different customer personas and lifecycle stages (new customer power user admin etc.).

• Manage content updates alongside product releases to keep education resources current and accurate.

• Oversee the design and delivery of onboarding education and ensure customers have clear guided pathways to value.

Cross-Functional Collaboration

• Partner with Product Management to understand upcoming features in depth; provide clear actionable feedback on usability gaps missing workflows and aspects that are not intuitive.

• Work closely with Customer Success Managers and Support to identify common customer challenges surface trends and co-create education as a solution to support tickets playbooks.

• Align education messaging and campaigns with Product Marketing and RevOps to ensure education is woven into lifecycle marketing and customer health initiatives.

• Ensure internal teams (CSMs Support Product) have the tools and knowledge to confidently enable customers.

Leadership & Team Development

• Hire mentor and develop a team of 23 education professionals (Instructional Designers Specialist roles).

• Guide the team on what kinds of resources deliver the highest value to customersbalancing depth format and scalability.

• Provide regular feedback set clear expectations and create a culture of continuous improvement and experimentation.

• Model cross-functional collaboration and ownership mindset for the team.

Measurement & Optimization

• Define and instrument education KPIs: course/content completion rates engagement adoption lift support ticket deflection NPS/CSAT time-to-first-value influenced by education and feature adoption by cohort.

• Track and report on the value realization driven by education programsdemonstrating ROI and impact on business metrics.

• Run experiments: A/B test education formats messaging and delivery channels to maximize effectiveness.

• Use data and customer feedback to continuously iterate and improve education content and programs.

• Create dashboards and share regular insights with leadership Product and Customer Success to inform decisions.

Must Haves

• 2 years of experience in B2B SaaS with a strong focus on customer education enablement onboarding or customer success.

• Proven experience building and scaling customer education programs (not just delivering training)designing curricula managing LMS/academy tools running webinars or building multi-channel learning ecosystems.

• Experience managing a small team (2 people) with ownership of goals development and outcomes.

• Strong understanding of adult learning methods (e.g. andragogy self-directed learning spaced repetition) and experience designing learning for non-technical or diverse audiences.

• Demonstrated experience tracking education performance (metrics analytics surveys) and using data to improve content and programs.

• Cross-functional collaboration experienceevidence of successful partnership with Product Customer-facing teams and Support to understand learning gaps and design solutions.

• Strategic mindset with execution excellenceability to think big about education strategy while also rolling up sleeves to deliver on quarterly priorities and quick wins.

• Clear communication skillsability to articulate the why and impact of education initiatives to stakeholders.

Nice-to-Have

• Experience with Learning Management Systems (LMS) course authoring tools (Rise Storyline Clueso) or academy platforms.

• Familiarity with AI and automation for scaling education (e.g. content personalization adaptive learning AI-assisted writing).

• Background in customer success customer marketing product marketing or supportwith a strong education component.

• Experience designing and running certification or advanced learning journeys.

• Comfort with data visualization and simple analytics tools.

• Experience in multi-language or localized education delivery.

12-Month Plan

Months 13: Foundation & Quick Wins

• Get hands-on with the product customer base and existing education assets; understand current programs and gaps.

• Partner with Product Support and Success to identify 23 quick-win initiatives (e.g. a critical onboarding path a top-ticket-driver education campaign).

• Audit existing education content and assess the current maturity of the education function (tools processes team skills).

• Begin instrumentation: define KPIs and set up basic tracking/dashboards to measure education impact.

• Guide the Instructional Designer on high-priority workflows and personas to start with.

Months 46: Scaling & Alignment

• Launch core education programs aligned with 2026 goals (e.g. improved onboarding completion feature adoption campaigns).

• Establish regular cross-functional touchbases with Product Success and Support to surface gaps and opportunities.

• Build reusable content templates and processes so the team can scale efficiently.

• Report on early education metrics and show correlation with customer success outcomes (e.g. adoption lift ticket deflection).

Months 79: Optimization & Expansion

• Expand education ecosystem: grow the academy deepen KB coverage introduce webinars certifications or advanced learning paths.

• Run experiments on content format delivery and messaging; use data to optimize.

• Develop the team: ensure each member has clear growth areas and stretch projects.

• Align education roadmap with Product launches and customer feedback loops.

Months 1012: Ownership & Impact

• Take full ownership of customer education strategy and outcomes for the year.

• Deliver annual education impact report: show how education programs influenced adoption retention expansion and support efficiency.

• Set 2027 education goals based on learnings and business priorities.

• Build a strong capable team that can scale and innovate with you.

Where This Role Fits

The Customer Education Manager will:

• Lead the education strategy and vision for the company working closely with Product and Customer Success leadership.

• Build and mentor a high-performing education team that can scale learning as the company grows.

• Own measurable outcomes: adoption metrics activation feature usage support deflection and customer value realization influenced by education.

• Be the voice of customer learning in product decisions and go-to-market planning.

• Transform education from a support function into a strategic growth lever.

This role is critical to scaling customer success and achieving ambitious 2026 goals. The Manager will establish the processes team and culture that make education a competitive advantage.

Required Experience:

Manager