Customer Education Senior Manager

Acumatica is a leading innovator in cloud ERP solutions, dedicated to helping small and midsized companies thrive in the digital economy. The Customer Education Senior Manager will create the go-to-market playbook for customer onboarding, drive new end-user onboarding targets, and develop high-quality learning experiences through cross-functional collaboration and content development.

Responsibilities:

• Design and execute the customer onboarding go-to-market plan, including segmentation, messaging, success metrics, and cross-functional alignment
• Establish, track and communicate program governance, KPIs, deliverables, reporting dashboards, and continuous improvement mechanisms
• Partner with Sales, Customer Success, Support and the other Global Education functions to ensure alignment with customer lifecycle milestones
• Collaborate with Acumatica’s extended VAR partner ecosystem to ensure education deliverables meet VAR business needs
• Monitor engagement metrics and recommend improvements based on data insights
• Transform existing documentation and create derivative training materials for engaging role-based customer onboarding content
• Develop modular, reusable content assets including video, microlearning and interactive modules, job aids, simulations, and performance support tools
• Integrate AI-assisted content creation tools to accelerate production and publication
• Ensure consistency, clarity, and quality across all customer onboarding content
• Collaborate with subject matter experts to ensure technical accuracy and practical relevance a well as expert integration into the customer learning experience
• Leverage AI-assisted tools to accelerate content creation, editing and publishing
• Explore opportunities to improve content discoverability and personalization within existing learning platforms
• Pilot lightweight personalization approaches (e.g., role-based pathways, usage-based recommendations)
• Participate in/Collaborate on prototyping and piloting AI-driven learning assistants embedded in onboarding and education workflows
• After defining, implementing and scaling the onboarding playbook, investigate agentic, hyper-personalized customer learning experiences
• Design adaptive learning pathways driven by role, usage behavior, proficiency level, and business objectives
• Prototype and pilot AI-driven learning assistants embedded in onboarding and education workflows
• Establish governance, ethical AI guidelines, and measurement frameworks to evaluate impact on adoption and customer outcomes

Requirements:

• Master's degree in Learning Experience Design, Organizational Development, AI, or related field
• 9+ years in learning experience design, customer education, customer success, consulting or enablement within enterprise software
• Understanding of customer lifecycle management and SaaS adoption models
• Knowledge of learning technologies including LMS, LXP, authoring tools, and analytics platforms
• Familiarity with AI applications in learning and personalization
• Understanding of enterprise software implementation and onboarding processes
• Knowledge of data analytics and measurement frameworks for learning impact
• Ability to architect scalable, multi-modal learning programs
• Content transformation and derivative content development skills
• Strategic planning and go-to-market execution capabilities
• Data analysis and dashboard creation skills
• Cross-functional leadership and stakeholder alignment skills
• Ability to operate at both strategic and execution levels
• Ability to translate complex product capabilities into structured learning journeys
• Ability to innovate and experiment with emerging AI technologies
• Ability to manage multiple global initiatives simultaneously
• Ability to influence without direct authority across departments