Director of Customer Education
Weave · Lehi, UT · 3 wk ago
EducationFull-time
What You Will Own
- Strategy & Leadership
- Define and execute the company’s customer education vision, strategy, and roadmap.
- Build scalable education programs that support onboarding, product adoption, advanced feature usage, certifications, and customer maturity.
- Establish KPIs and success metrics tied to customer outcomes, retention, expansion, product utilization, and customer satisfaction.
- Lead and develop a high-performing customer education team including instructional designers, trainers, content creators, and program managers.
- Serve as the internal subject matter expert on customer learning strategies and adult learning methodologies.
- Enterprise Customer Experience Design
- Create learning experiences tailored for specific customer segments including enterprise organizations with complex organizational structures, workflows, and stakeholder groups.
- Develop role-based and persona-based learning journeys for administrators, executives, managers, and end users.
- Partner with enterprise Onboarding and Customer Success teams to support strategic accounts and large-scale customer rollouts.
- Build executive education and enablement programs that help enterprise customers achieve measurable business outcomes.
- Support change management and adoption strategies for enterprise implementations.
- Program Development & Delivery
- Oversee the creation of scalable learning assets including eLearning courses, instructor-led training, virtual workshops, certifications, knowledge base content, webinars, and customer academies.
- Inspire in-app guidance and microlearning.
- Manage and optimize Learning Management Systems (LMS) and customer learning platforms.
- Drive innovation in digital learning experiences using modern learning technologies and AI-enabled learning solutions where appropriate.
- Ensure all content aligns with brand standards, accessibility requirements, and adult learning best practices.
- Cross-Functional Collaboration
- Partner with Product teams to stay aligned on roadmap changes and feature releases.
- Collaborate with Marketing on customer engagement campaigns and thought leadership initiatives.
- Work closely with Onboarding, Support and Customer Success teams to identify customer pain points and learning gaps.
- Align with Sales and Revenue teams to support customer onboarding and expansion opportunities.
- Create feedback loops between customers and internal teams to improve both educational experiences and product usability.
- Measurement & Optimization
- Analyze learning engagement, completion rates, adoption trends, and customer outcome metrics.
- Use data to continuously improve learning experiences and program effectiveness.
- Build executive-level reporting and dashboards to communicate education impact.
- Monitor industry trends and competitive benchmarks in customer education and enterprise enablement.
- 8+ years of experience in customer education, customer enablement, learning & development, or customer success within a SaaS or technology company.
- 4+ years leading teams and building scalable education programs.
- Proven experience working with enterprise customers and supporting complex implementations.
- Experience creating customer learning strategies tied to business outcomes and revenue impact.
- Strong understanding of adult learning principles, instructional design, and customer adoption strategies.
- Experience managing or administering LMS platforms and digital learning ecosystems.
- Demonstrated ability to work cross-functionally with executive stakeholders.
- Experience in B2B SaaS, healthcare technology, fintech, communications, or enterprise software.
- Experience launching customer certification programs.
- Familiarity with customer education tools such as Skilljar, Docebo, Thought Industries, Gainsight, WalkMe, or similar platforms.
- Experience using AI-driven learning tools or analytics platforms.
- Bachelor’s degree required; Master’s degree or relevant certifications preferred.