Senior Customer Education Strategist

Employment Type: Direct Hire or Contract-to-Hire Opportunity
Compensation: $115,000 - $140,000 base salary (depending on experience)
About the Opportunity

Our client is seeking a Senior Customer Education Strategist to build and scale a customer education function that helps users successfully adopt and maximize SaaS products. This is a newly created role focused on developing external learning programs, digital education content, and scalable training solutions that improve customer onboarding, product adoption, and long-term engagement.
This is a highly hands-on opportunity for a senior customer education professional who enjoys building programs from the ground up, creating impactful learning experiences, and partnering cross-functionally with Product, Customer Success, Support, Sales, and Marketing teams.
The ideal candidate will have experience developing customer-facing education programs within a SaaS or technology environment and a strong background in instructional design, digital learning, and customer enablement.
Key Responsibilities

Build Scalable Customer Education Programs
Develop and manage digital learning programs that support customer onboarding, enablement, and product adoption.
Create structured learning paths tailored to different customer personas and user needs.
Build self-service educational resources designed to improve customer success and reduce support needs.
Develop and maintain learning programs within Learning Management Systems (LMS).
Create Engaging Learning Content
Design and develop customer-facing educational materials, including:
eLearning courses
Knowledge articles
Product guides
Training resources
Assessments and certifications
Create clear, engaging content that helps customers understand and effectively utilize complex software solutions.
Maintain and update educational content as products and features evolve.
Partner Cross-Functionally to Drive Adoption
Collaborate with Product, Customer Success, Support, Sales, Marketing, and subject matter experts to align education initiatives with business goals.
Support product launches, feature adoption, customer onboarding, and lifecycle engagement.
Translate complex product information into accessible learning experiences.
Support Customer Community Engagement
Help develop and support customer community initiatives by:
Gathering customer insights
Supporting peer learning opportunities
Partner with internal teams to identify opportunities for customer advocacy, testimonials, and educational programs.
Measure Program Effectiveness
Establish and track metrics to evaluate the success of customer education initiatives, including:
Customer onboarding success
Support reduction
Customer retention indicators
Use data and feedback to continuously improve education programs.
Qualifications

Bachelor’s degree in Education, Learning & Development, Communications, or related field required.
7+ years of experience in customer education, instructional design, customer enablement, training, or learning development.
Experience creating and scaling customer-facing education programs within a SaaS or technology environment.
Strong understanding of instructional design principles and adult learning methodologies.
Hands-on experience developing digital learning content and customer training programs.
Experience working with Learning Management Systems (LMS), digital learning platforms, CRM systems, or knowledge management tools.
Excellent written communication skills with the ability to simplify complex concepts.
Strong project management and stakeholder management skills.
Ability to work independently and build programs from the ground up.
Preferred Qualifications
Experience supporting legal, tax, government, finance, or other professional service technology products.
Experience with eLearning authoring tools and digital content creation platforms.
Familiarity with Figma or similar design tools.
Experience creating content calendars, learning roadmaps, and education strategies.
Background in customer success, product enablement, or SaaS training environments.
Legal, tax, accounting, or industry-specific knowledge is a plus.
What We’re Looking For

The successful candidate is a senior-level individual contributor who is excited by the opportunity to build something new. This role does not have direct reports but requires someone who can independently drive strategy, create content, manage projects, and collaborate across teams.
This is a great fit for a customer education professional who enjoys combining instructional design, technology, and customer engagement to create meaningful learning experiences.
Newly created position with the opportunity to shape a growing customer education program.
Supports external customers, including prospective and existing users.
Strong preference for candidates with SaaS, technology, or product education experience.
Direct hire and contract-to-hire options available.

#J-18808-Ljbffr