Director of Customer Education

About the role

The Director of Customer Education will lead the development and execution of a comprehensive customer education strategy for Neos, a cloud-based practice management software. This role will focus on designing and launching scalable, on-demand educational resources to enhance customer engagement and reduce the cost of training per customer.

Responsibilities

• Set the strategy for how Neos customers learn, from self-serve courses and certifications to live webinars and in-product guidance
• Build a digital-first education model that shifts volume from high-touch, live training to scalable, on-demand resources
• Launch and grow a Neos certification program for users, administrators, and implementation partners
• Lead and develop the Customer Education team
• Partner with Product, Customer Success, and Implementation to embed education into every product launch and onboarding journey
• Track KPIs like cost per training interaction, adoption rates, and time-to-value, and report progress to senior leadership

Requirements

• 8+ years in customer education, instructional design, or learning and development in a B2B SaaS environment, including 3+ years leading a team
• A strong command of LMS platforms and digital content tools
• A data-driven approach to setting KPIs and proving program ROI

Qualifications

• Bonus: experience in legal tech or vertical SaaS, and background building a customer certification program

Skills

• Strategic thinking and planning
• Strong communication and collaboration skills
• Experience with customer education and learning management systems
• Data analysis and reporting

Benefits

Competitive benefits package including:

• Comprehensive medical, dental, and vision coverage
• Flexible PTO
• Remote-first work environment with home office support
• Uncompromised commission structure for Account Executives
• 401(k), short and long-term disability, and employee assistance program

Pay

Commensurate with experience

Schedule

Remote-first work environment