We are seeking a strategic and customer-obsessed leader responsible for building and scaling Customer Education for Weave customers. This leader will create education programs that drive product adoption, customer outcomes, retention, and expansion across a single, multi and enterprise customer segment.
The ideal candidate has deep experience leading customer education initiatives in a SaaS or technology environment serving single to enterprise organizations.Expertise in instructional strategy, learning technologies, customer enablement, and cross-functional leadership. This role will partner closely with Sales, Onboarding, Customer Success, Product, Support, Marketing, and Executive Leadership to deliver impactful learning experiences that accelerate customer value realization.
- This position will be hybrid (remote/in office)
- Reports to: VP of Customer Success & Onboarding
What You Will OwnStrategy & Leadership
- Define and execute the company's customer education vision, strategy, and roadmap.
- Build scalable education programs that support onboarding, product adoption, advanced feature usage, certifications, and customer maturity.
- Establish KPIs and success metrics tied to customer outcomes, retention, expansion, product utilization, and customer satisfaction.
- Lead and develop a high-performing customer education team including instructional designers, trainers, content creators, and program managers.
- Serve as the internal subject matter expert on customer learning strategies and adult learning methodologies.
Enterprise Customer Experience- Design learning experiences tailored for specific customer segments including enterprise organizations with complex organizational structures, workflows, and stakeholder groups.
- Develop role-based and persona-based learning journeys for administrators, executives, managers, and end users.
- Partner with enterprise Onboarding and Customer Success teams to support strategic accounts and large-scale customer rollouts.
- Build executive education and enablement programs that help enterprise customers achieve measurable business outcomes.
- Support change management and adoption strategies for enterprise implementations.
Program Development & Delivery- Oversee the creation of scalable learning assets including:
- eLearning courses
- Instructor-led training
- Virtual workshops
- Certifications
- Knowledge base content
- Webinars and customer academies
- In-app guidance and microlearning
- Manage and optimize Learning Management Systems (LMS) and customer learning platforms.
- Drive innovation in digital learning experiences using modern learning technologies and AI-enabled learning solutions where appropriate.
- Ensure all content aligns with brand standards, accessibility requirements, and adult learning best practices.
Cross-Functional Collaboration- Partner with Product teams to stay aligned on roadmap changes and feature releases.
- Collaborate with Marketing on customer engagement campaigns and thought leadership initiatives.
- Work closely with Onboarding, Support and Customer Success teams to identify customer pain points and learning gaps.
- Align with Sales and Revenue teams to support customer onboarding and expansion opportunities.
- Create feedback loops between customers and internal teams to improve both educational experiences and product usability.
Measurement & Optimization- Analyze learning engagement, completion rates, adoption trends, and customer outcome metrics.
- Use data to continuously improve learning experiences and program effectiveness.
- Build executive-level reporting and dashboards to communicate education impact.
- Monitor industry trends and competitive benchmarks in customer education and enterprise enablement.
What You Will Need to Accomplish the Job- 8+ years of experience in customer education, customer enablement, learning & development, or customer success within a SaaS or technology company.
- 4+ years leading teams and building scalable education programs.
- Proven experience working with enterprise customers and supporting complex implementations.
- Experience creating customer learning strategies tied to business outcomes and revenue impact.
- Strong understanding of adult learning principles, instructional design, and customer adoption strategies.
- Experience managing or administering LMS platforms and digital learning ecosystems.
- Demonstrated ability to work cross-functionally with executive stakeholders.
What Will Make Us Love You- Experience in B2B SaaS, healthcare technology, fintech, communications, or enterprise software.
- Experience launching customer certification programs.
- Familiarity with customer education tools such as Skilljar, Docebo, Thought Industries, Gainsight, WalkMe, or similar platforms.
- Experience using AI-driven learning tools or analytics platforms.
- Bachelor's degree required; Master's degree or relevant certifications preferred.
Employment with Weave is contingent upon the successful
completion of a background check, conducted in accordance with applicable laws.
At Weave,
we use Artificial Intelligence (AI) tools to help us work more efficiently and create a smoother candidate experience. AI may assist with things like writing job descriptions, scheduling interviews, or reviewing applications against job-related criteria. For additional information, please review the External AI Policy Statement available on our Careers page.
