Define the 12–18 month Customer Education roadmap aligned to Jellyfish product launches, AI capabilities, and key customer personas
Design persona
and use-case-based journeys that can be lightly tailored by account/segment
Own the full lifecycle for priority programs and assets (discovery → outline → build → launch → iterate)
Partner with Product and PMM on launches and roadmap to decide which features and workflows need formal education support
Define and track core education KPIs and use data and feedback to decide what to improve, retire, or double down on
Own the education tool stack (LMS, authoring/video tools, in‑app guidance) and lightweight processes for course creation and updates

5–8+ years in Customer Education, Instructional Design, Product Education, or a similar B2B SaaS role, including program ownership, not just content production.
Demonstrated ability to be both a strategic owner and hands-on builder in a lean, team-of-one environment.
Strong instructional design and storytelling skills for technical and analytics-heavy topics (engineering workflows, metrics, AI features).
Experience designing for multiple formats: self-paced courses, webinars, workshops, in‑app guidance, and CSM-led enablement.
Comfort working cross-functionally with Product, CS, Support, and Marketing, and ability to synthesize stakeholder input into focused, learner-centered programs.
A data
and outcome-oriented mindset; you care less about content volume and more about what changes for customers and CSMs.

Customer Education Manager

Key skills