About the RoleWe're building the Programs layer that turns great individual Customer Success work into a repeatable, scalable motion. This role sits at the intersection of customer education, community, and advocacy: three levers that drive adoption, expansion, and retention at scale. You'll be the first person dedicated to this at Juicebox, which means you're building from scratch with full ownership and a direct line to the VP of CS and leadership team.
You're building something that doesn't exist yet at a company growing 20% month over month. The programs you build will directly accelerate NRR, reduce CSM burden, and create a customer community around a product people genuinely love.You're building something that doesn't exist yet at a company growing 20% month over month. The programs you build will directly accelerate NRR, reduce CSM burden, and create a customer community around a product people genuinely love.
- You Will
- Onboarding and Time to Value: Design structured onboarding curricula (101/201/301-style progressions) that get new customers to first value fast and reduce dependency on 1:1 CSM time during ramp.
- Self-Serve Education Infrastructure: Build in-product education, help content, playbooks, and guided workflows that let customers unblock themselves without opening a support ticket or waiting on a CSM.
- Live Programs: Own and run recurring webinars, office hours, and cohort-based trainings async and in person that deepen adoption of core and advanced features, including agent workflows.
- Content and Curriculum Ownership: Build a coherent content library and learning path, not disconnected assets, so customers always know what to learn next based on where they are in their journey.
- AI-Enabled Content Scaling: Build a system, not a manual process, for keeping education content current against constant product changes. Use AI to detect when shipped features make existing docs, videos, or in-product guidance stale, and to accelerate first-draft content creation for new releases.
- Certification: Design and run certification programs for customers and internal CSMs to standardize what "good" usage looks like and create a credential customers want to earn.
- Measurement: Define and track education's impact on adoption, time to value, and retention, so this function operates with the same rigor as any other revenue-driving program, not as a soft cost center.
- Education Tooling: Select, implement, and manage the LMS and supporting education stack, course authoring, video hosting, in-product guidance, and analytics, making build vs. buy calls as the program scales.
- Cross-functional Partnership: Work closely with CSMs to identify where education gaps are driving churn or dormancy risk, and with Product to feed education-driven customer feedback into roadmap priorities.
- You Have
- 4+ years in a Customer Education, CS Programs, Lifecycle, or Enablement role at a fast-growing company.
- Experience building a customer education motion from scratch, not just inheriting or maintaining one.
- Strong instincts for instructional design: you know how to break down complex product workflows into content that's simple, engaging, and drives action.
- Experience using AI tools to scale content production and maintenance, ideally in a fast-shipping product environment.
- Comfort with both live facilitation (webinars, training sessions, office hours) and asynchronous content (playbooks, in-product guides, documentation).
- Experience evaluating or administering an LMS or customer education platform (e.g. Skilljar, Northpass, WorkRamp).
- High energy with the ability to juggle many projects and conversations at once.
- Love for working with and meeting with customers
- Founder mentality: comfortable operating before the playbook exists, and comfortable operating independently without a lot of structure.
- A point of view on what great customer education looks like, and a portfolio to back it up.
Perks & Benefits for Full Time Employees- Top-of-market compensation with meaningful equity, because everyone should share in our success.
- Comprehensive healthcare with 100% employer-paid medical coverage for employees (PPO Platinum plan with $0 deductible). 90% employer contribution for dependents. Dental & Vision: 90% employer covered; 85% for dependents.
- $2,000 annual wellness stipend to support your physical, mental, and financial well-being.
- Daily meals provided.
- $300/month commuting stipend to help cover the cost of getting to and from the office.
