Customer Education Manager

ROLE PURPOSE

A Customer Education Manager in a B2B SaaS environment owns the strategy, execution, and impact of customer education programs that directly drive product adoption, value realization, and customer success. This role combines strategic thinking with hands-on program leadership—you will design the educational roadmap, mentor a small team, and own measurable outcomes. Your work transforms how customers learn our product, reduces support burden, and accelerates time-to-value.

JOB DESCRIPTION

Job Title: Manager, Customer Education

About the Role

We are looking for a Customer Education Manager who will lead the vision, strategy, and execution of our customer education function. You will own the end-to-end customer learning experience across all touchpoints—academies, knowledge bases, webinars, onboarding, and certification. You'll report directly to the Director of Services and partner with Product, Customer Success, and Support to ensure every customer can achieve their desired outcomes with our product.

Your core focus will be to:

- Build a scalable, outcomes-driven education strategy aligned with business goals and customer value realization.

- Lead a team of 2–3 people (Instructional Designers and/or Customer Education Specialists) with clear goals, feedback, and development pathways.

- Identify critical customer learning gaps and prioritize education initiatives that move adoption, activation, and feature usage metrics.

- Collaborate with Product and Customer-facing teams to translate product strategy into customer education strategy.

- Measure and own the impact of education programs on customer success metrics.

You will be the connective tissue between Product, Support, Success, and the education team—ensuring customer learning is a strategic lever for growth and retention.

RESPONSIBILITIES

STRATEGY & PLANNING

- Develop and maintain a customer education strategy and roadmap, aligned with company goals and customer segmentation (by persona, industry, use case, lifecycle stage).

- Understand customer outcomes and design the best education pathways to help them achieve those outcomes through our product.

- Identify gaps in customer understanding by partnering with Support and Customer Success, and translate those gaps into education content and program priorities.

- Set quarterly and annual goals for the education team tied to business metrics (e.g., activation rate, feature adoption, support deflection, time-to-first-value).

PROGRAM OWNERSHIP & EXECUTION

- Own and grow the customer education ecosystem: academy/LMS, help center/knowledge base, webinars, certifications, email nurture sequences, in-app learning, and self-serve onboarding.

- Ensure critical workflows and new product features are well-documented and have top-notch training resources (KBs, courses, video walkthroughs, job aids) that enable seamless adoption.

- Create structured, reusable learning journeys for different customer perso