Senior Customer Education Strategist

Senior Customer Education Strategist Overview

• The Senior Customer Education Strategist will design and implement scalable learning programs for external customers, ensuring successful adoption of SaaS products.
• Develop and manage a digital learning ecosystem, including LMS programs, knowledge resources, and digital education content.
• Collaborate with cross-functional teams to align educational initiatives with product launches and customer success milestones.
• Create engaging digital learning materials, such as eLearning modules, video tutorials, and product guides.
• Support customer onboarding and enablement through structured learning paths and self-service resources.
• Measure and analyze the impact of education programs using key metrics to drive continuous improvement.
• Serve as a key contributor to the customer community, facilitating discussions and peer learning opportunities.
• Ensure educational content remains current and relevant, addressing the specialized needs of legal, tax, and government affairs professionals.

Senior Customer Education Strategist Key Responsibilities & Duties

• Develop and manage customer education programs tailored for external customers, enhancing product adoption and support efficiency.
• Create and maintain learning content within the Learning Management System (LMS) for diverse customer personas.
• Design structured learning paths and self-service resources to support customer onboarding and enablement.
• Produce engaging digital learning materials, including eLearning modules, video tutorials, and product guides.
• Collaborate with Product, Customer Success, and Support teams to ensure educational content aligns with organizational goals.
• Moderate customer community discussions and facilitate peer learning opportunities to enhance engagement.
• Define and track metrics related to education program effectiveness, using insights for continuous improvement.
• Stay updated on industry trends and best practices to innovate customer education strategies.

Senior Customer Education Strategist Job Requirements

• Bachelor’s degree in Education, Learning & Development, Communications, or equivalent; JD, legal, tax, or accounting background preferred.
• 7+ years of experience in customer education, enablement, instructional design, or training within a SaaS environment.
• Proven expertise in designing and scaling education programs aligned with customer lifecycle goals.
• Certifications in Instructional Design, Customer Education, or Learning & Development are a plus.
• Proficiency with LMS platforms, digital learning tools, CRM systems, and knowledge management platforms.
• Hands-on experience with eLearning authoring tools and familiarity with Figma or similar design tools.
• Strong project management, stakeholder engagement, and written communication skills.
• Customer-centric mindset with a focus on driving measurable outcomes through education.