The Customer Education Strategist, Senior leads the design and execution of scalable education programs—including onboarding curricula, product training, certification programs, and digital learning experiences—that guide customers from their first login through advanced, high-value workflows.
Working closely with Customer Success, Product, Support, and Operations, the Customer Education Specialist, Senior ensures education programs evolve alongside the product and support key customer lifecycle milestones. This role builds the frameworks, systems, and governance required to deliver high-quality, scalable learning experiences that drive product adoption, reduce support friction, and create measurable customer outcomes.
What You Will Do:
Create Scalable Digital Learning Programs
- Develop and manage a digital learning ecosystem, including LMS programs, knowledge resources, and digital education content that enable customers to learn and succeed at scale.
Build and Maintain Education Content Portfolio
- Develop and maintain a comprehensive portfolio of advanced educational materials across various formats and channels—including videos, documentation, courses, and product walkthroughs—that evolve quickly alongside the product.
- Create complex, nuanced content that resonates with legal, tax, and government affairs professionals, ensuring accuracy, relevance, and depth in addressing the specialized needs and high-level expertise of these audiences.
Partner Cross-Functionally to Drive Adoption
Collaborate closely with Product, Customer Success, Support, Sales, and Marketing to ensure education initiatives support:
- Product launches
- Feature adoption
- Customer lifecycle milestones
- Strategic customer success initiatives
Community Relationships
- Co-own the customer community — moderating discussions, surfacing peer insights, facilitating roundtables, and ensuring the community remains an active, practitioner-valued resource rather than a passive support forum.
- Nominate and steward customers for advocacy programs, case studies, and peer learning opportunities in coordination with Marketing and Customer Success.
Measure Education Impact
Define and track key metrics related to customer education effectiveness, including:
- Activation and onboarding success
- Product usage and feature adoption
- Customer engagement with education content
- Support deflection
- Retention and expansion indicators
Use insights to continuously iterate and improve education programs.
- Perform other related duties and responsibilities as assigned, demonstrating flexibility and adaptability in supporting organizational needs.
You need to have:
- Bachelors’ degree in Education, Learning & Development, Communications, or equivalent required; JD, legal, tax, or accounting background preferred
- 7+ years of experience in customer education, enablement, instructional design, or training within a SaaS or product-led environment.
- Proven experience designing and scaling education programs aligned to the customer lifecycle that drive measurable product adoption and customer outcomes
- Certifications in Instructional Design, Customer Education, or Learning & Development are a plus
- Familiarity with LMS platforms, digital learning tools, CRM systems, and knowledge management platforms
- Hands-on experience with Figma or similar design tools is a plus
- Experience building content calendars, campaign planning systems, and learning program roadmaps
Compensation Range:
$115,000.00-$140,000.00
Placement in the salary range will be decided upon completion of the interview process. Salary determination will be determined based on factors including but not limited to relevant experience, demonstrated skills related to the requirements of the role, education, certifications, and geographic location.
