Head of Customer Learning
$184,000–$276,000 year
On-siteSan Francisco, California, United States
Job Summary
Define and own the Customer Education roadmap by partnering with Product, Product Operations, and GTM leadership to align strategy with business priorities. Lead the existing Customer Education team, scaling the org structure, hiring plan, and contractor model as the customer base and product surface area expand. Govern the lifecycle, discoverability, and quality of the education content portfolio to ensure Sales, CS, and Support access trusted resources. Evolve the certification program and Academy curriculum while designing a multi-channel, digital-first strategy to drive onboarding, adoption, and activation. Develop thought leadership positioning Harvey as the definitive authority on Legal AI education through external-facing content and programs. Own north-star metrics including time-to-value, activation depth, certification velocity, ticket deflection, and education's contribution to NRR.
Required Qualifications
- 10+ years of experience in customer education, learning/academy functions, content strategy, or digital-led customer engagement
- real experience scaling a function beyond its initial build into a strategic, revenue-relevant program
- Comfortable operating at both altitudes: setting a multi-quarter roadmap and owning exec-level updates, while staying close enough to the work to raise the bar on content, certification, and digital programs
- Experience partnering with Product, Product Operations, and GTM/Sales leadership to align a customer-facing function to business priorities and turn that into a roadmap
- A digital-first instinct for adoption and onboarding - thinks in funnels, touchpoints, and journeys across in-product guidance, digital communications, and content
- Strong content and program operations judgment: portfolio governance, lifecycle management, and quality standards
- A point of view on building thought leadership and market authority through education and content
- Data-driven - comfortable owning dashboards and making the case that education and adoption are leading indicators of revenue
- Proven people leadership: has hired, developed, and led teams (including other leads or managers) and has managed external contractor or agency relationships
- Excellent written and verbal communication, with real experience presenting to and influencing senior executives
Desired Qualifications
- Experience in legal, professional services, financial services, or another industry where customers are newer to AI-native software
- Familiarity with LMS platforms, authoring tools, and in-product engagement tools
- Experience building executive point-of-view content or category-defining thought leadership programs
- Experience using AI tools to scale content production or personalize learning paths
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.