About the RoleThe Customer Education & Content Manager will own everything that helps customers learn Secureframe independently, from screen-recorded product walkthroughs and compliance framework training courses to internal Sales, Implementation, and Channel Partner enablement.
This person will sit under the Customer Experience team (within the broader Customer Success org) and report to the Director of Support.
Secureframe highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a defined radius of a Secureframe office), Secureframe considers working in the office, approximately 30% of the time under current policy, to be an essential function of the employee's role.
Why this role matters- As Secureframe grows its SMB and mid-market customer base, including customers at lower price points who need to succeed independently, scalable self-serve education is no longer optional. A well-built training academy reduces time-to-value, drives deeper product adoption, and ensures customers are getting full value from their investment without requiring 1:1 time from our team for every question.
- What You'll Own
Customer Training Academy- Reduce inbound support tickets on trainable topics by building structured, self-serve learning paths across CMMC, FedRAMP, SOC 2, ISO 27001, HIPAA, and core product features
- Increase self-serve adoption for SMB and mid-market customers by ensuring every top-trafficked help center article has a companion video walkthrough
- Drive deeper platform engagement through certification and completion-based programs that give customers a measurable reason to return to the academy
Product Video & Walkthrough Content- Maintain a current, accurate video library covering every major feature and workflow, so customers always have an up-to-date reference
- Produce micro demos and short-form walkthroughs for high-frequency "how do I" questions, so customers self-serve answers in under two minutes without opening a ticket
- Accelerate customer awareness of new features by scripting and producing release videos in collaboration with Product and Marketing - before customers need to ask
- Shorten time-to-value for new customers by ensuring onboarding video content reflects the latest product UI at all times
Internal Enablement- Create and maintain enablement content for Sales: demo scripts, competitive positioning, objection handling videos, and product update summaries
- Create and maintain enablement content for Implementation: onboarding runbooks, handoff guides, and process walkthroughs
- Build a channel partner enablement library so resellers and MSPs can ramp independently without requiring Secureframe headcount
Adoption & Impact- Drive active usage of the academy by partnering with Product and CS teams to surface content at key moments in the customer lifecycle
- Measurably reduce the volume of 1:1 training, walkthrough, and "show me how" requests handled by CSMs, freeing CSM capacity for higher-value strategic work
- Own the content strategy for the Comply AI knowledge base, keeping it current as the product evolves
- Track and report on education KPIs: course completion rates, video engagement, support ticket deflection, and time-to-value metrics
- Identify content gaps by reviewing support ticket trends, help center analytics, and cross-functional feedback
Who we're looking for- Experience launching or scaling a customer education function from scratch - you've built the library, owned the platform, and driven adoption, not just maintained what someone else created
- Thrives in cross-functional environments - this role requires tight, ongoing partnership with Product, Marketing, CX, CS, and Implementation to stay current and drive impact
- Comfortable producing high-quality screen recordings with voice narration using modern tools (Loom, Camtasia, ScreenFlow, or similar) - you make the videos yourself, you don't just manage people who do
- Strong written communication and scripting skills, you can write course copy, help center articles, and instructional scripts that don't need heavy editing from SMEs
- Experience with LMS platforms (Skilljar, Gainsight CE, Northpass, Docebo, or similar)
- Technical fluency with SaaS products - not a developer, but able to navigate integrations, APIs, and complex platform workflows and explain them clearly
- Ability to prioritize a content backlog using data: help center analytics, ticket tagging, and product usage signals
- 3+ years of experience in SaaS, ideally in a content, education, enablement, or instructional design role
- Background in GRC, compliance, or security awareness training
- Experience building and running a customer certification or badging program
- Comfort on camera for webinars or live training sessions
- Experience building channel or partner enablement programs
Benefits:- Industry-competitive salary and equity
- Medical, dental, and vision benefits for you and your dependents
- Flexible time off so you can rest, recharge, and stay at your best
- 401(k)
- Paid family leave
- Ground floor opportunity as an early member of the team
