Purpose:
The Customer Education & Engagement Team Manager will own the development and execution of scalable education and engagement programs that enable customers to confidently adopt, optimize, and expand their use of Lunit breast software across USCAN, LATAM, and EU. This role translates customer needs, product capabilities, and clinical workflow requirements into high-impact learning experiences for radiologists, technologists, and clinical and operational teams. Working closely with Customer Success, Sales, Marketing, Product, and Customer Onboarding/Implementation, the Customer Education & Engagement Lead will build programs that support successful onboarding, on-time go-lives, sustained utilization, and long-term customer advocacy.
What you'll be doing:
- Lead the regional execution of customer education and engagement programs that drive adoption, proficiency, workflow optimization, and long-term utilization of Lunit breast software.
- Design and maintain scalable learning pathways for customer onboarding, go-live readiness, release-based training, advanced workflow optimization, and ongoing product enablement.
- Partner with Customer Onboarding/Implementation to embed training milestones, completion tracking, and readiness criteria into customer project plans to support successful deployments and revenue recognition timelines.
- Develop a comprehensive education calendar that includes live training, virtual sessions, on-demand modules, webinars, masterclasses, user group discussions, and customer community events.
- Create and maintain high-quality training materials, including e-learning modules, workflow simulations, video tutorials, quick-reference guides, facilitator materials, and customer-facing educational resources.
- Ensure education content remains aligned with product updates, the Lunit roadmap, regulatory requirements, and evolving breast imaging workflows and clinical guidelines.
- Partner with Marketing to launch customer education and thought-leadership programs that strengthen Lunit's market presence, showcase customer expertise, and reinforce Lunit as a premium and innovative partner.
- Manage and optimize the Absorb LMS customer training experience, including enrollment paths, certification tracking, reporting, learner engagement, and consumption analytics.
- Leverage Higher Logic Vanilla to support digital community engagement, peer-to-peer learning, customer feedback loops, exclusive educational events, and champion cultivation.
- Build strong relationships with customer champions, clinical stakeholders, subject matter experts, and internal teams to ensure education programs reflect real-world customer needs and measurable business outcomes.
- Define, monitor, and report on education and engagement KPIs, including training completion, learner satisfaction, time-to-value, adoption indicators, community engagement, certification progress, and training impact.
- Collaborate with Clinical Affairs and Marketing to explore accredited CME or CE opportunities where appropriate and aligned with business objectives.
- Identify opportunities to use education as a customer success and commercial enablement tool, helping reduce churn risk, increase utilization, support renewals, and uncover expansion opportunities.
What you will bring to the role:
- Bachelor's degree required in Clinical/Healthcare Sciences, Healthcare Administration, Instructional Design, Education, Business, or a related field; master's degree preferred.
- 5+ years of experience in customer education, clinical training, customer success enablement, professional education, instructional design, or customer engagement within MedTech, Healthcare IT, Medical Imaging, or SaaS environments.
- Experience supporting enterprise healthcare customers, imaging centers, radiology teams, or clinical software implementations strongly preferred.
- Demonstrated ability to build scalable training programs, learning pathways, and customer-facing education assets from concept through execution.
- Strong understanding of medical imaging workflows, including PACS, RIS, radiology operations, and mammography or breast imaging environments; familiarity with AI clinical decision support tools is a plus.
- Working knowledge of adult learning principles, instructional design practices, and modern learning delivery models, including live, virtual, on-demand, and blended learning.
- Hands-on experience with LMS administration, preferably Absorb LMS, including course configuration, learner enrollment, reporting, certification management, and analytics.
- Experience with digital community platforms, preferably Higher Logic Vanilla, and an understanding of how community engagement supports customer adoption and education.
- Proficiency with content authoring and training development tools such as Articulate Storyline/Rise, video tools, presentation platforms, and CRM or customer data systems such as Salesforce.
- Strong project management skills with the ability to manage multiple education initiatives, customer deadlines, and cross-functional deliverables across regions.
- Excellent written, verbal, and presentation skills, with the ability to communicate clearly with radiologists, technologists, executives, clinical stakeholders, and internal teams.
- High degree of customer empathy, operational discipline, and attention to detail, with a commitment to delivering polished, practical, and measurable learning experiences.
- Ability to influence without authority and collaborate effectively across Sales, Customer Success, Marketing, Product, Clinical Affairs, and Implementation teams.
- Fluency in English required; proficiency in Spanish, Portuguese, or key European languages is highly advantageous.
- Willingness to travel up to 30-40% across USCAN, LATAM, and EU for customer go-lives, site visits, trainings, and industry events.
What you will receive:
The salary range for this role is $150,000 - $175,000 per annum, full time equivalent. Benefits include the option to participate in medical, dental, vision, life and disability insurances; a 401K plan with a company match; and generous paid time off.
Other things to note:
- This role will be hybrid if the successful applicant lives within commuting distance of our US office (Lynnwood, WA). For candidates outside this location, the role will be fully remote.
- Candidates must currently have the right to work in the United States to apply.
- Lunit International operates across multiple time zones, and this role may occasionally require working outside of standard business hours to support international customers or team collaboration. We offer flexible scheduling to help balance these needs with personal commitments/work life balance.
- Proof of COVID 19 vaccination required, except in limited circumstances where a legally recognized medical or religious exemption may be able to be accommodated.
