Customer Education & Content Manager

Secureframe is at the forefront of revolutionizing cybersecurity compliance, recognized for its innovative technology solutions. The Customer Education & Content Manager will develop self-serve educational resources to help customers learn independently, enhance product adoption, and drive customer engagement through structured training and content creation.

Responsibilities:

• Reduce inbound support tickets on trainable topics by building structured, self-serve learning paths across CMMC, FedRAMP, SOC 2, ISO 27001, HIPAA, and core product features
• Increase self-serve adoption for SMB and mid-market customers by ensuring every top-trafficked help center article has a companion video walkthrough
• Drive deeper platform engagement through certification and completion-based programs that give customers a measurable reason to return to the academy
• Maintain a current, accurate video library covering every major feature and workflow, so customers always have an up-to-date reference
• Produce micro demos and short-form walkthroughs for high-frequency "how do I" questions, so customers self-serve answers in under two minutes without opening a ticket
• Accelerate customer awareness of new features by scripting and producing release videos in collaboration with Product and Marketing — before customers need to ask
• Shorten time-to-value for new customers by ensuring onboarding video content reflects the latest product UI at all times
• Create and maintain enablement content for Sales: demo scripts, competitive positioning, objection handling videos, and product update summaries
• Create and maintain enablement content for Implementation: onboarding runbooks, handoff guides, and process walkthroughs
• Build a channel partner enablement library so resellers and MSPs can ramp independently without requiring Secureframe headcount
• Drive active usage of the academy by partnering with Product and CS teams to surface content at key moments in the customer lifecycle
• Measurably reduce the volume of 1:1 training, walkthrough, and "show me how" requests handled by CSMs, freeing CSM capacity for higher-value strategic work
• Own the content strategy for the Comply AI knowledge base, keeping it current as the product evolves
• Track and report on education KPIs: course completion rates, video engagement, support ticket deflection, and time-to-value metrics
• Identify content gaps by reviewing support ticket trends, help center analytics, and cross-functional feedback

Requirements:

• Experience launching or scaling a customer education function from scratch — you've built the library, owned the platform, and driven adoption, not just maintained what someone else created
• Thrives in cross-functional environments — this role requires tight, ongoing partnership with Product, Marketing, CX, CS, and Implementation to stay current and drive impact
• Comfortable producing high-quality screen recordings with voice narration using modern tools (Loom, Camtasia, ScreenFlow, or similar) — you make the videos yourself, you don't just manage people who do
• Strong written communication and scripting skills, you can write course copy, help center articles, and instructional scripts that don't need heavy editing from SMEs
• Experience with LMS platforms (Skilljar, Gainsight CE, Northpass, Docebo, or similar)
• Technical fluency with SaaS products — not a developer, but able to navigate integrations, APIs, and complex platform workflows and explain them clearly
• Ability to prioritize a content backlog using data: help center analytics, ticket tagging, and product usage signals
• 3+ years of experience in SaaS, ideally in a content, education, enablement, or instructional design role
• Background in GRC, compliance, or security awareness training
• Experience building and running a customer certification or badging program
• Comfort on camera for webinars or live training sessions
• Experience building channel or partner enablement programs