Customer Education Lead
HybridCambridge, Massachusetts, United States
Job Summary
Own the education workstream for every product and feature launch, from alpha through GA. Build an awareness engine that keeps pace with AI-accelerated shipping velocity, ensuring customers always know what's new and how to use it. Train CS, Support, and Sales on new products before they reach customers, and build a repeatable internal readiness motion. Own customer activation through alpha and beta launches: recruit participants, onboard them, drive real usage, and design feedback loops with Product. Deliver white-glove education for strategic launches, including hands-on working sessions and tailored rollout plans. Build and maintain the scaled education foundation: onboarding content, product academies, webinars, and self-serve resources. Segment launches and accounts to decide which warrant high-touch treatment versus scaled programs. Measure education impact through adoption, time-to-value, and support deflection to iterate based on data. Partner with CSMs to embed education into the customer journey.
Required Qualifications
- 3+ years in product management, product marketing, customer education, or a product-adjacent customer-facing role in SaaS
- Experience supporting or leading product launches, with exposure to both internal enablement and customer-facing activation
- Demonstrated ability to create education content across formats (live sessions, docs, video, webinars), including with AI tools
- Excellent communication and facilitation skills - you can adapt your message clearly and confidently based on your audience
- Experience in or enthusiasm for working in a fast-paced, evolving environment such as an early-stage startup
- Comfort using data to guide decisions
- Must be in the Greater Boston area
- Must be open to a hybrid schedule (3 days in-office/week, Harvard Square)
Desired Qualifications
- Experience with tools like Mixpanel, Looker, or similar analytics tools
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