Senior Manager, Customer Education – Center of Excellence

Role Overview

• Build and lead a Customer Center of Excellence function that creates scalable, repeatable programs to improve customer outcomes across onboarding, adoption, value realization, and renewal readiness.
• Design and operationalize best practices, playbooks, frameworks, and customer programs that can be leveraged across Customer Success, Services, Support, and related post-sales teams.
• Identify opportunities to improve consistency, efficiency, and effectiveness across the customer lifecycle through standardized motions, tools, and program governance.
• Partner with post-sales leaders to translate business priorities into scalable customer programs and interventions.
• Establish mechanisms to test, refine, and scale new customer motions, including pilots and program rollouts.
• Use customer insights, performance metrics, and business outcomes to prioritize COE initiatives and continuously improve impact.
• Partner across Customer, Product, and Operations teams to identify and scale AI-forward approaches that improve customer education, lifecycle programs, and post-sales effectiveness.
• Own the Customer Education strategy, including the vision, roadmap, and operating model for customer learning and enablement.
• Lead development of educational programs and assets such as onboarding content, webinars, self-service learning, certifications, guided learning journeys, and in-product or digital education experiences.
• Ensure education offerings help customers drive adoption, improve proficiency, and unlock measurable value from the platform.
• Partner closely with Product, Marketing, Customer Success, Support, and Services to align education content to customer needs, product launches, and strategic priorities.
• Oversee content governance to ensure materials remain accurate, relevant, and high quality.
• Evaluate and improve the effectiveness of education programs through engagement, completion, adoption, and business outcome metrics.
• Incorporate AI-enabled tools, content strategies, and digital experiences to create more personalized, scalable, and effective customer learning and engagement.
• Serve as a strategic partner to leaders across Customer Success, Services, Support, Product, and Marketing.
• Drive alignment across teams to ensure customer programs and education are coordinated, scalable, and tied to desired outcomes.
• Influence without direct authority across a matrixed organization, bringing clarity, structure, and momentum to initiatives that span multiple functions.
• Support change management and communication plans for new customer programs, tools, and lifecycle motions.
• Evaluate emerging AI capabilities and recommend pragmatic use cases that enhance customer outcomes, team efficiency, and program impact.
• Hire, develop, and lead a high-performing team responsible for COE programs and Customer Education.
• Foster a culture of accountability, creativity, operational discipline, and customer-centric thinking.
• Set clear priorities and success measures for the team, ensuring resources are focused on highest-value work.
• Help establish best practices for how AI is applied across customer-facing programs, balancing innovation, consistency, and quality.

Requirements

• 8+ years of experience in Customer Success, Customer Education, Professional Services, Customer Operations, Program Management, or related SaaS post-sales functions
• 3+ years of people leadership experience, including leading strategic or cross-functional teams
• Strong experience building scaled customer programs, playbooks, frameworks, or enablement and education initiatives
• Demonstrated ability to translate strategy into execution and operate effectively in a fast-paced, evolving environment
• Excellent cross-functional collaboration and stakeholder management skills
• Strong analytical orientation, with the ability to use data to assess impact and guide priorities
• Excellent written and verbal communication skills
• Experience with LMS platforms, digital education programs, community programs, and customer lifecycle tooling is a plus
• Familiarity with AI-enabled tools, automation, or digital engagement strategies is a plus
• Experience in B2B SaaS required.

Benefits

• Flexible paid time off, giving you the opportunity to rest, relax and recharge away from work
• 14 Paid Company Holidays, includes 2 floating holidays (you choose!)
• A comprehensive benefits plan including medical, dental, life, vision, disability, and life insurance covered up to 100% by Payscale
• Unlimited infertility coverage benefits through our medical plans
• Additional supplemental health benefits offered to you and your family
• 401(k) retirement program with a fully vested immediate company match
• 16 weeks of paid parental leave for birthing and non-birthing parents
• Health Savings Account (HSA) options and company contributions each pay period
• Flexible Spending Account (FSA) options for pre-tax employee allocations
• Annual remote work stipend to be used on wellness or home office equipment