Senior Customer Education Manager (In-App)

AlphaSense is a market intelligence company that empowers professionals to make smarter decisions through AI-driven insights. The Senior Customer Education Manager will own the in-app education strategy and execution, focusing on user activation, adoption, engagement, and retention while collaborating with cross-functional teams to enhance customer education.

Responsibilities:

• Own the in-app education strategy and motion, setting quarterly OKRs, aligning to product launches and GTM initiatives, and extending education beyond early onboarding into activation, adoption, and renewal
• Administer and evolve our in-app guidance platform (Chameleon), leveraging expertise across tools like Pendo, WalkMe, and similar to build, iterate, and personalize onboarding and adoption flows for core personas and segments
• Design sophisticated in-app learning experiences that incorporate behavioral triggers, persona-based personalization, and progressive disclosure, including how-to videos, tooltips, and interactive guides
• Serve as Customer Education's primary partner to Product, building trusted relationships with Product Marketing, PMs, and product leadership. You’ll embed education into the build & release process from day one, and influencing GTM decisions through behavioral and educational insights
• Establish testing and optimization frameworks for in-app experiences, running structured A/B experiments and connecting education outcomes to product adoption, onboarding activation, and revenue metrics
• Leverage AI-powered workflows and automation to increase manual process efficiency, accelerate content production, and improve experience delivery, and help establish best practices around AI tooling for the broader team
• Collaborate cross-functionally with Product Marketing, Customer Marketing, Customer Success, and Sales to align in-app education with shared goals, and proactively surface behavioral insights that help other teams make smarter decisions

Requirements:

• 8-12 years of experience in customer education or a closely related field, with meaningful experience (3-5 years) owning in-app guidance or digital adoption strategy
• Hands-on experience with in-app guidance platforms (Chameleon, Pendo, WalkMe, or similar) with the ability to both build and strategize
• A natural collaborator with Product teams: you understand how PMs think, can translate technical roadmap language into education strategy, and know how to influence without authority
• Data-driven and experiment-minded, you set ambitious targets, design tests to validate assumptions, and aren't precious about iterating when data says to
• Comfortable with AI workflows and automation tooling, and excited about using them to scale high-quality education experiences
• A consultative problem-solver who digs into the root cause before jumping to solutions; you design for the actual problem, not the stated request
• Experienced navigating cross-functional complexity and a rapidly evolving product: you know how to align stakeholders, manage competing priorities, and keep initiatives moving (with the end user always in mind)
• A strong communicator who can present strategy and results to leadership with clarity and confidence