Customer Education & Content Manager

About the role

At Secureframe, the Customer Education & Content Manager will own everything that helps customers learn Secureframe independently, from screen‑recorded product walkthroughs and compliance framework training courses to internal Sales, Implementation, and Channel Partner enablement. The role sits under the Customer Experience team (within the broader Customer Success org) and reports to the Director of Support. As Secureframe grows its SMB and mid‑market customer base, scalable self‑serve education is essential to reduce time‑to‑value, drive deeper product adoption, and ensure customers get full value from their investment without requiring 1:1 time from the team for every question.

Responsibilities

• Build structured, self‑serve learning paths across CMMC, FedRAMP, SOC 2, ISO 27001, HIPAA, and core product features to reduce inbound support tickets on trainable topics.
• Ensure every top‑trafficked help center article has a companion video walkthrough to increase self‑serve adoption for SMB and mid‑market customers.
• 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; produce micro demos and short‑form walkthroughs for high‑frequency “how do I” questions.
• Script and produce release videos in collaboration with Product and Marketing to accelerate customer awareness of new features.
• 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.
• Partner with Product and CS teams to surface content at key moments in the customer lifecycle and drive active usage of the academy.
• 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 — built the library, owned the platform, and driven adoption.
• Thrives in cross‑functional environments — ongoing partnership with Product, Marketing, CX, CS, and Implementation.
• Comfortable producing high‑quality screen recordings with voice narration using modern tools (Loom, Camtasia, ScreenFlow, or similar).
• Strong written communication and scripting skills for course copy, help center articles, and instructional scripts.
• Experience with LMS platforms (Skilljar, Gainsight CE, Northpass, Docebo, or similar).
• Technical fluency with SaaS products — 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,