Customer Education Strategist, Senior (INDG)

What You Will Do

• Create Scalable Digital Learning Programs
• Develop and manage a digital learning ecosystem, including LMS programs, knowledge resources, and digital education content that enable customers to learn and succeed at scale.
• Build and Maintain Education Content Portfolio
• Develop and maintain a comprehensive portfolio of advanced educational materials across various formats and channels—including videos, documentation, courses, and product walkthroughs—that evolve quickly alongside the product.
• Partner Cross-Functionally to Drive Adoption
• Collaborate closely with Product, Customer Success, Support, Sales, and Marketing to ensure education initiatives support: Product launches, Feature adoption, Customer lifecycle milestones, Strategic customer success initiatives.
• Community Relationships
• Co-own the customer community — moderating discussions, surfacing peer insights, facilitating roundtables, and ensuring the community remains an active, practitioner-valued resource rather than a passive support forum. Nominate and steward customers for advocacy programs, case studies, and peer learning opportunities in coordination with Marketing and Customer Success.
• Measure Education Impact
• Define and track key metrics related to customer education effectiveness, including: Activation and onboarding success, Product usage and feature adoption, Customer engagement with education content, Support deflection, Retention and expansion indicators. Use insights to continuously iterate and improve education programs.

Requirements

• Bachelors’ degree in Education, Learning & Development, Communications, or equivalent required; JD, legal, tax, or accounting background preferred
• 7+ years of experience in customer education, enablement, instructional design, or training within a SaaS or product-led environment
• Proven experience designing and scaling education programs aligned to the customer lifecycle that drive measurable product adoption and customer outcomes
• Certifications in Instructional Design, Customer Education, or Learning & Development are a plus
• Familiarity with LMS platforms, digital learning tools, CRM systems, and knowledge management platforms
• Hands-on experience with Figma or similar design tools is a plus
• Experience building content calendars, campaign planning systems, and learning program roadmaps