About the RoleAs the Head of Customer Education charter of Loop, you are the architect of how an entire industry learns Loop. Loop's products power a few billion dollars in delivery revenue today and are poised to land in the hands of tens of thousands of restaurant operators over the next few years - most of whom have never used software anywhere close to what we are building.
The role exists to build this function from the ground up - videos, written guides, certifications, and the institutional muscle for how Loop teaches a customer. This is a player-coach charter: you will set the strategy and the operating model, but you will also write the first script, record the first walkthrough, ship the first certification track, and pick the first tool yourself before there is a team to delegate to. The ROI of the function is measured in time-to-value, depth of activation, expansion, and the share of customers who never needed to file a ticket because the product taught them first.
In this role, you will cross-functionally impact Loop's strategy by collaborating across Product, Customer Success, Sales/GTM and Marketing - while owning the front door through which every Loop customer comes to understand the product.
Responsibilities:- Ownership of north star metrics around customer education - time-to-value, activation depth, certification velocity, ticket deflection, and education's contribution to NRR
>- Stand up Loop Academy end-to-end - pick the LMS, design the information architecture, define the curriculum spine, and ship the first cohort of video walkthroughs and certification tracks personally before scaling a team behind it
>- Ownership of all internal processes spanning instructional design, video production, written guides, in-product nudges, live cohorts and certifications - running it like a content studio
>- Translate every product surface and every agentic workflow into the right format for how a restaurant operator actually learns - short-form video, written playbook, in-product nudge, cohort, or credential
>- Partner with Product and AI Engineering to instrument education itself - what gets watched, where the drop-off lives, what converts to behavior change - and feed those signals back into both the curriculum and the product roadmap
>- Build a certification program that operators carry into their next job - the equivalent of a HubSpot Academy or Trailhead credential, but for the restaurant industry. Build and run the contractor and agency stack - instructional designers, video producers, freelance studios - and own the unit economics of every minute of content shipped
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Eligibility / Fit - You are most likely a strong candidate for this role if you:- Have 6-10 years of experience owning customer education, learning or academy functions inside SaaS, AI, consumer internet or fintech companies - with at least one stint where you stood the function up from zero rather than inheriting an already-running engine
>- Have personally written scripts, recorded videos, designed assessments and shipped certifications - not just managed people who do. The early miles of this role belong to the person who can do the work, not narrate it
>- Have a sharpened point of view on the LMS landscape, the authoring stack, and the difference between training that ships and training that actually lands behavior change
>- Think in metrics, funnels and dashboards - you have, at some point, made the case to a product team that education is a leading indicator of revenue, not a downstream cost center
>- Have the ability to break fairly complex problems into smaller parts and build the necessary processes and systems around them
>- Have exhibited leadership while also having operated as an IC across previous roles - comfortable with the player-coach reality of an early function for the first 12-18 months
>- Have the ability to understand complex customer / business problems from the lens of business and can make tradeoffs and build for the right customer outcomes
>- Demonstrate key cultural values of Loop across radical ownership, customer obsession and the ability to lose no time & move fast on solving problems.Have a strong hunger for personal growth and wish to build the kind of academy that becomes a category benchmark - as an operator or a future founder
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$100,000 - $125,000 a year
