Customer Education Lead

Customer Education Lead

Department: Customer Experience

Employment Type: Full Time

Location: Remote - USA

Reporting To: Chief Customer Officer

Compensation: $115,000 - $125,000 / year

Description

About the Role

Impruvon is seeking a Customer Education Lead to own training programming across our customer base. This is a foundational role responsible for ensuring customers are fully trained, operationally prepared, and equipped to get lasting value from the Impruvon platform. The Customer Education Lead will build, maintain, and deliver training content across multiple formats, from virtual and live onboarding sessions to self-serve microlearning libraries and end-user assessments. They will also lead a train-the-trainer model, upskilling both internal Customer Success Managers (CSMs) and customer Super Users to deliver consistent, high-quality training at scale.

Impruvon is moving from training delivered primarily by CSMs and Implementation leads to a self-service-first model, in which end users complete a structured onboarding path, practice in a dedicated training environment, and earn certification through role-based assessments. Certification is not a completion certificate: competency is verified, recorded, and carries weight for the staff member, their organization, and in a compliance review. The Customer Education Lead will own this transition, including selecting and implementing a learning management system (LMS) and partnering with Product and Engineering on the in-platform learning experience.

This role works across our full customer portfolio, including state program partners, enterprise accounts, and commercial customers. As the function grows, the Customer Education Lead will hire and lead a small team and contribute to building a scalable Customer Experience organization.

Key Responsibilities

Training Delivery & End User Onboarding

• Lead comprehensive, role-based end user onboarding for new customers across IDD, Behavioral Health, and Long-Term Care settings.
• Deliver live virtual and in-person training sessions tailored to audience type (frontline staff, program managers, administrators, clinical leads, executives).
• Establish a scheduled, facilitated virtual training program that runs as a standing service rather than as one-off sessions, including the facilitation model that allows it to scale beyond a single trainer.
• Develop and maintain a library of self-serve training resources including video walkthroughs, guided click-throughs, help articles, and quick reference guides.
• Offer end users more than one path to the same competency so that role, shift, and comfort with technology do not determine who succeeds.
• Design for continuous onboarding. Turnover in these settings is high, and new staff arrive long after an implementation has closed.

Curriculum Design & Content Development

• Design a tiered, role-based curriculum spanning foundational training for all users, role-based and device-based workflow training, go-live readiness, and ongoing lifecycle education.
• Build and maintain high-quality training materials, including instructor-led presentations, facilitator guides, job aids, FAQs, compliance-focused workflows, and on-demand modules.
• Build a modular content library that can be assembled into universal, state-specific, and customer-specific programs without maintaining parallel content sets.
• Develop custom training programs and materials for state program partners and enterprise accounts as applicable.
• Partner with the Product team to develop training content for feature releases and product updates, ensuring materials are ready at launch.
• Update existing materials proactively when regulatory requirements, customer workflows, or product functionality changes.

Assessments & Certification

• Build and administer end-user assessments that measure readiness against the competencies each role actually performs.
• Design skill-level certifications mapped to specific workflows (narcotic counts, for example) and role-level credentials that roll up from them.
• Define the assessment model, including pass thresholds, retry rules, role gating, expiration, and recertification cadence.
• Build humane retry and remediation paths so that a failed attempt leads to support rather than a dead end.
• Launch verifiable digital badges that staff can carry into their own careers, and explore recognition by industry credentialing bodies and state agencies over time.
• Ensure assessment and certification records are accurate and timestamped so they hold up in a compliance review or state survey.

Learning Technology & Program Infrastructure

• Evaluate, select, and own the technology and tooling necessary to enable a scalable training program.
• Partner with CX, Product, and Engineering to contribute to a scalable training infrastructure that supports order-of-magnitude user growth without sacrificing consistency or quality.

Train the Trainer Program

• Design and lead a train-the-trainer program that enables CSMs to deliver consistent, confident training to their assigned accounts.
• Certify and coach customer Super Users to serve as internal training leads within their organizations.
• Build standardized training playbooks, delivery guides, and quality benchmarks for CSM and Super User trainers.
• Equip customer organizations to onboard their own new hires independently over time, rather than returning to Impruvon for every new staff member.

Team Leadership & People Management

• Partner with the CCO on recruiting and hiring activities, including job description development, interview planning, and candidate evaluation.
• Onboard and train new team members, maintaining and improving onboarding guides and enablement materials.
• Support the growth and development of team members through regular 1:1 meetings, performance reviews, individual development plans, and coaching and mentorship.
• Formalize a subject matter expert contributor network across CSM, Support, and Product to review content accuracy on a defined cadence.
• Contribute to building a scalable Customer Experience organization capable of supporting continued commercial, enterprise, and state program growth.

Cross-Functional Collaboration

• Partner with the Product team to stay ahead of the roadmap and ensure training materials reflect current functionality and best practices.
• Bring recurring learner confusion and support ticket themes back to Product as roadmap signal.
• Collaborate with CSMs to assess customer readiness, identify adoption gaps, and develop targeted training interventions.
• Support implementation timelines by delivering training at key readiness and go-live milestones.
• Contribute subject matter expertise on training strategy as Impruvon expands into new states and regulatory environments.
• Represent Customer Education in cross-functional initiatives and executive-level strategic discussions.

Compliance & Data Governance

• Own the data governance model for training: what data appears at each stage of the learner journey, who is able to reach it, and under what safeguards.
• Partner with Compliance, Privacy, and Legal on HIPAA-appropriate handling of training data and on content licensing terms. On consequential decisions they hold sign-off, and this role is responsible for bringing them a defensible design early rather than a finished one late.
• Maintain the discipline that synthetic and de-identified data is used wherever real data is not required, including in scenario-based content and assessment questions.

Continuous Improvement & Program Measurement

• Monitor training outcomes and KPIs to identify improvement opportunities across content, delivery, and platform adoption.
• Gather customer and CSM feedback to continuously improve training effectiveness.
• Identify the learners the program serves least well, by role, shift, or site type, and close those gaps.
• Own the KPI framework linking training outcomes to NRR, CSAT, Renewal Rate, NPS, and Customer Health Score, and establish the baseline measurements needed to demonstrate that link over time.

Key Performance Indicators

Success in this role will be measured across the following dimensions:

• Staff Readiness / User Assessment Pass Rate - % of end users who pass platform assessments on first or second attempt within the onboarding window.
• Time to Certification - time from user creation to verified competency. Users who are not yet certified are not yet productive, making this the program's core throughput measure.
• Platform Adoption - adoption of core workflows post-training, tracked in part through reduction in how-to support ticket rate per active user.
• Feature Adoption - % uptake of newly released features among trained users within 60 days of launch.
• Training CSAT - average post-training satisfaction score (target: 60; 4/5).
• Implementation Quality - corrections and rework required after a customer goes live.
• Trainer Certification Rate - % of designated CSMs and Super Users who have completed and passed the train-the-trainer program.
• Reach Across Roles and Shifts - assessment pass rates broken out by role, shift, and site type.
• Content Currency - % of training materials updated within agreed SLA following a product release or regulatory change.
• Program Scalability - users supported per training FTE as the user base grows.
• Learning-to-Outcome Correlation - training completion measured against documentation quality, exception rates, Customer Health Score, and renewals.

What Success Looks Like

• Training Scales Without Headcount: The majority of end users are trained, assessed, and certified without a CSM in the room. Live delivery is reserved for facilitated sessions, go-live, and escalation.
• Readiness Is Verifiable: For any customer, at any time, we can say who is trained, who is certified, and who is overdue, and we can produce the record to prove it.
• Customers Onboard Themselves: Provider organizations bring on new hires using our training program as part of their own onboarding process, without needing to reopen an implementation.
• Go-Live Is a Confirmation: Staff arrive at go-live already practiced and already assessed, so launch day validates readiness rather than establishing it.
• The Program Reaches Everyone: Pass rates hold up across roles, shifts, and site types, not just among the most available and most technically confident learners.
• Team Excellence: You have built a small, high-performing team that feels supported, coached, and empowered, and the program no longer depends on any single person to deliver it.

Skills, Knowledge, & Experience

Required Qualifications

• 5+ years of experience in customer education, training, enablement, or L&D, including experience designing and delivering training curricula for end users of a healthcare SaaS platform.
• Experience building and maintaining comprehensive training materials - presentations, job aids, help documentation, video walkthroughs, and self-serve learning resources.
• Experience conducting structured training sessions both in-person and virtually.
• Experience selecting and implementing an LMS or comparable learning platform, including integrations and rollout.
• Experience partnering with Product and Engineering to shape in-product learning experiences, including writing requirements and advocating for roadmap priority.
• Experience designing certification and assessment programs, including pass standards and recertification models.
• Demonstrated ability to design and run a train-the-trainer program.
• Experience leading, hiring, onboarding, and developing team members.
• Demonstrated ability to design for varied learner needs, including role, schedule, accessibility, and a wide range of comfort with technology, rather than a single default path.
• Strong understanding of healthcare documentation standards and compliance-driven workflows, including HIPAA-aware handling of training data and sound judgment about when synthetic data is sufficient and when real data requires production-grade safeguards.
• Strong data orientation, with experience tying learning outcomes to retention, satisfaction, or health score measures.
• Excellent written and verbal communication skills, with the ability to translate complex workflows into clear, accessible guidance for users across a wide range of technical comfort.
• Ability to manage multiple concurrent projects and priorities in a fast-moving startup environment.
• Ability to travel up to 20% to support on-site customer training and onboarding.

Preferred Qualifications

• Experience working with IDD, Behavioral Health, or Long-Term Care provider organizations.
• Familiarity with state-regulated medication administration programs (e.g., Massachusetts MAP, or similar state programs).
• Experience training users on hardware or connected devices alongside software.
• Experience supporting value-based care initiatives, quality incentive programs, or regulatory compliance workflows.