Director of Customer Education

We are seeking a strategic and customer-obsessed leader responsible for building and scaling Customer Education for Weave customers. This leader will create education programs that drive product adoption customer outcomes retention and expansion across a single multi and enterprise customer segment.

The ideal candidate has deep experience leading customer education initiatives in a SaaS or technology environment serving single to enterprise in instructional strategy learning technologies customer enablement and cross-functional leadership. This role will partner closely with Sales Onboarding Customer Success Product Support Marketing and Executive Leadership to deliver impactful learning experiences that accelerate customer value realization.

• This position will be hybrid (remote/in office)

• Reports to: VP of Customer Success & Onboarding
  

Strategy & Leadership

• Define and execute the companys customer education vision strategy and roadmap.

• Build scalable education programs that support onboarding product adoption advanced feature usage certifications and customer maturity.

• Establish KPIs and success metrics tied to customer outcomes retention expansion product utilization and customer satisfaction.

• Lead and develop a high-performing customer education team including instructional designers trainers content creators and program managers.

• Serve as the internal subject matter expert on customer learning strategies and adult learning methodologies.

• Design learning experiences tailored for specific customer segments including enterprise organizations with complex organizational structures workflows and stakeholder groups.

• Develop role-based and persona-based learning journeys for administrators executives managers and end users.

• Partner with enterprise Onboarding and Customer Success teams to support strategic accounts and large-scale customer rollouts.

• Build executive education and enablement programs that help enterprise customers achieve measurable business outcomes.

• Support change management and adoption strategies for enterprise implementations.

• Oversee the creation of scalable learning assets including:

  • eLearning courses

  • Instructor-led training

  • Virtual workshops

  • Certifications

  • Knowledge base content

  • Webinars and customer academies

  • In-app guidance and microlearning

• Manage and optimize Learning Management Systems (LMS) and customer learning platforms.

• Drive innovation in digital learning experiences using modern learning technologies and AI-enabled learning solutions where appropriate.

• Ensure all content aligns with brand standards accessibility requirements and adult learning best practices.

• Partner with Product teams to stay aligned on roadmap changes and feature releases.

• Collaborate with Marketing on customer engagement campaigns and thought leadership initiatives.

• Work closely with Onboarding Support and Customer Success teams to identify customer pain points and learning gaps.

• Align with Sales and Revenue teams to support customer onboarding and expansion opportunities.

• Create feedback loops between customers and internal teams to improve both educational experiences and product usability.

• Analyze learning engagement completion rates adoption trends and customer outcome metrics.

• Use data to continuously improve learning experiences and program effectiveness.

• Build executive-level reporting and dashboards to communicate education impact.

• Monitor industry trends and competitive benchmarks in customer education and enterprise enablement.

• 8 years of experience in customer education customer enablement learning & development or customer success within a SaaS or technology company.

• 4 years leading teams and building scalable education programs.

• Proven experience working with enterprise customers and supporting complex implementations.

• Experience creating customer learning strategies tied to business outcomes and revenue impact.

• Strong understanding of adult learning principles instructional design and customer adoption strategies.

• Experience managing or administering LMS platforms and digital learning ecosystems.

• Demonstrated ability to work cross-functionally with executive stakeholders.

• Experience in B2B SaaS healthcare technology fintech communications or enterprise software.

• Experience launching customer certification programs.

• Familiarity with customer education tools such as Skilljar Docebo Thought Industries Gainsight WalkMe or similar platforms.

• Experience using AI-driven learning tools or analytics platforms.

• Bachelors degree required; Masters degree or relevant certifications preferred.

Employment with Weave is contingent upon the successful completion of a background check conducted in accordance with applicable laws.

At Weave we use Artificial Intelligence (AI) tools to help us work more efficiently and create a smoother candidate experience. AI may assist with things like writing job descriptions scheduling interviews or reviewing applications against job-related criteria. For additional information please review the External AI Policy Statement available on our Careers page.

Weave is an equal opportunity employer that is committed to fostering an inclusive workplace where all individuals are valued and supported. We welcome anyone who is hungry to learn problem-solve and progress regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity veteran status or other applicable legally protected you have a disability or special need that requires accommodation please let us know.

Beware of recruitment fraud. All official correspondence will occur through Weave branded email. We will never ask you to share bank account information cash a check from us or purchase software or equipment as part of your interview or hiring process.

Required Experience:

Director