Digital Customer Education Manager
$110,000–$145,000 year
On-siteNew York, United States
Job Summary
Own the end-to-end strategy for our digital-first customer education program, including tutorials, video content, guides, and best-practice materials hosted on the community platform. Design learning content that supports a self-serve training model, produce educational video content start to finish, and develop persona- and role-based education tracks. Keep materials current against an evolving platform and industry using AI to draft updates and automate maintenance workflows. Partner with product, customer success, and lifecycle teams to orchestrate exposure so customers access the right resources at the right journey stage. Design and manage a train-the-trainer program while contributing to the existing webinar program. Define metrics for content engagement and usage, using data to prioritize new content versus maintenance.
Required Qualifications
- 6+ years of experience in customer education, instructional design, or content strategy
- ideally within a SaaS or platform business
- Excellent writing and instructional design skills
- Demonstrated experience building and running an education program at scale
- Strong hands-on video editing skills
- Experience hosting webinars or leading live training sessions
- High fluency with AI tools for both content creation and process automation
- Comfort with data: defining engagement/usage metrics and connecting content performance to adoption and retention
- Strong cross-functional collaboration skills across Product, CS, and Marketing
- Background managing or directing a direct report
Desired Qualifications
- Experience with train-the-trainer or center-of-excellence programs
- background in martech, SEO, or adjacent marketing platforms
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