Director, Customer Education & Enablement

CreatorIQ is seeking a Director, Customer Education & Enablement to shape how customers and the teams that support them. Through building confidence and proficiency with the platform. This role extends beyond content creation, leading the end-to-end learning experience that drives product understanding, customer adoption, and long-term success. By bringing together self-service education, scalable learning programs, strategic account enablement, and customer-facing team enablement, this leader will help create a consistent and impactful learning experience across every customer touchpoint.

This is an outcomes-focused role that contributes to customer adoption, retention, time-to-proficiency, and the overall customer experience. The Director will partner closely with Product, Customer Success, Support, Implementation, and other cross-functional teams to ensure education is aligned with customer needs and business priorities. While collaborating with Internal Learning & Development and Revenue Enablement, this role is dedicated to customer education and enablement rather than enterprise-wide employee learning.

You will own five interconnected pillars:

• Customer Education Strategy (self-serve and scaled)
• Customer-Facing Team Enablement (CS, Support, Implementation)
• Strategic Account Enablement (SAG) Services
• Launch Readiness
• Education Innovation & AI

In this role, you'll get to:

Set Strategy for Customer Education & Enablement

• Define a unified strategy spanning self-serve education, scaled training, and customer-facing team enablement.
• Build a multi-year roadmap tied to adoption and retention outcomes.
• Establish metrics that demonstrate education's impact on adoption, retention, support deflection, and Services revenue.
• Represent customer education and enablement in executive and cross-functional forums.

Own Self-Serve Education & Content

• Lead Help Center, knowledge base, onboarding, and in-app education strategy (e.g., Appcues).
• Define content architecture, editorial standards, and quality benchmarks.
• Optimize content for discoverability across search, AI retrieval, and in-app linking.
• Use analytics and customer feedback to continuously improve self-serve content.

Lead Scaled Customer Training & Academy

• Oversee the global strategy for live and on-demand customer training.
• Build structured learning paths, a product academy, and certification programs that deepen customer expertise and reduce support volume.
• Manage LMS strategy, governance, and long-term evolution.
• Evolve curriculum using training data, support trends, and the product roadmap.

Own Customer-Facing Team Enablement

• Coordinate the enablement of customer-facing teams (Customer Success, Support, Implementation) on platform and product knowledge, so education is reinforced at every customer touchpoint.
• Identify and close platform-knowledge gaps across customer-facing teams, partnering with CS, Support, and Implementation leadership to raise competence where it most affects adoption and retention.
• Build repeatable enablement processes and reinforcement mechanisms that turn content into applied knowledge across the teams customers rely on.

Scale Strategic Account Enablement (SAG) Services

• Manage packaging, pricing, success metrics, and the operating model for SAG enablement services.
• Partner with Services and CS leadership on scoping, renewals, and expansion.
• Forecast demand and scale staffing and content accordingly.

Drive Launch Readiness

• Own cross-functional launch-readiness standards so every release ships education-ready.
• Partner with Product and Engineering to plan education deliverables proactively as new features and releases ship.
• Coordinate release communications and customer impact with Support and CS.

Lead Education Innovation & AI

• Guide the technology and AI roadmap for customer education and enablement.
• Identify and implement AI-driven solutions for content creation, personalization, delivery, and analytics on knowledge gaps and completion.
• Build business cases for new investments that balance ROI and scalability.

Build, Lead, and Develop the Team

• Support and mentor a team across Product Education and Customer Enablement.
• Establish clear roles, career paths, and performance standards.
• Scale the team sustainably through hiring and development.

What Success Looks Like

• A unified education and enablement strategy executing against clear adoption and retention targets.
• Self-serve education updated within SLA of every product release.
• Customer-facing teams are measurably more confident and competent on the platform.
• Scaled training and certification programs driving adoption and CSAT.
• SAG enablement contributing to Services revenue and renewals.
• A predictable, trusted launch-readiness process.
• AI and automation improving the velocity and reach of education.

Who you are and what you'll need for this position:

• 8+ years in customer education, enablement, or knowledge management within SaaS.
• 3+ years leading teams; experience managing managers preferred.
• A track record of driving adoption, retention, and revenue through education and enablement.
• Strong cross-functional leadership and executive presence.
• Hands-on experience with LMS, in-app guidance, and knowledge platforms.
• A strategic, outcome-oriented thinker with strong operational discipline.

Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. Have 50% of the criteria? Excited about this opportunity? Passionate about what we do at CreatorIQ? Please apply! CreatorIQ is a place where everyone can grow.

What you will get from us:

• People: work with talented, collaborative, and friendly people who love what they do.
• Guidance: utilize our learning platform to fully get the training and tools you'll need to become successful here from your first day with us.
• Surprise meal stipends: work from home can't stop the enjoyment of someone else making a meal for you!
• Work/life harmony: 15 days vacation, floating and set holidays, wellness allowance, and paid parental leave.
• Whole Health Package: medical, dental, vision, life, disability insurance, and more.
• Savings: a 401k (USA) plan to help you plan ahead.
• Work from home stipend: to assist you in setting up a home office that works for you (or buy a new dog leash - your choice!).