Payscale

Senior Manager, Customer Education, Center of Excellence

Payscale

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $135,440 - $203,160 per year

Job Level

Senior

About the role

  • Build and lead a Customer Center of Excellence function that creates scalable, repeatable programs to improve customer outcomes across onboarding, adoption, value realization, and renewal readiness.
  • Design and operationalize best practices, playbooks, frameworks, and customer programs that can be leveraged across Customer Success, Services, Support, and related post-sales teams.
  • Identify opportunities to improve consistency, efficiency, and effectiveness across the customer lifecycle through standardized motions, tools, and program governance.
  • Partner with post-sales leaders to translate business priorities into scalable customer programs and interventions.
  • Establish mechanisms to test, refine, and scale new customer motions, including pilots and program rollouts.
  • Use customer insights, performance metrics, and business outcomes to prioritize COE initiatives and continuously improve impact.
  • Own the Customer Education strategy, including the vision, roadmap, and operating model for customer learning and enablement.
  • Lead development of educational programs and assets such as onboarding content, webinars, self-service learning, certifications, guided learning journeys, and in-product or digital education experiences.
  • Ensure education offerings help customers drive adoption, improve proficiency, and unlock measurable value from the platform.
  • Partner closely with Product, Marketing, Customer Success, Support, and Services to align education content to customer needs, product launches, and strategic priorities.
  • Evaluate and improve the effectiveness of education programs through engagement, completion, adoption, and business outcome metrics.

Requirements

  • 8+ years of experience in Customer Success, Customer Education, Professional Services, Customer Operations, Program Management, or related SaaS post-sales functions
  • 3+ years of people leadership experience, including leading strategic or cross-functional teams
  • Strong experience building scaled customer programs, playbooks, frameworks, or enablement and education initiatives
  • Demonstrated ability to translate strategy into execution and operate effectively in a fast-paced, evolving environment
  • Excellent cross-functional collaboration and stakeholder management skills
  • Strong analytical orientation, with the ability to use data to assess impact and guide priorities
  • Excellent written and verbal communication skills
  • Experience with LMS platforms, digital education programs, community programs, and customer lifecycle tooling is a plus
  • Familiarity with AI-enabled tools, automation, or digital engagement strategies is a plus
  • Experience in B2B SaaS required.
Benefits
  • Flexible paid time off, giving you the opportunity to rest, relax and recharge away from work
  • 14 Paid Company Holidays, includes 2 floating holidays (you choose!)
  • A comprehensive benefits plan including medical, dental, life, vision, disability, and life insurance covered up to 100% by Payscale
  • Unlimited infertility coverage benefits through our medical plans
  • Additional supplemental health benefits offered to you and your family
  • 401(k) retirement program with a fully vested immediate company match
  • 16 weeks of paid parental leave for birthing and non-birthing parents
  • Health Savings Account (HSA) options and company contributions each pay period
  • Flexible Spending Account (FSA) options for pre-tax employee allocations
  • Annual remote work stipend to be used on wellness or home office equipment
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer programsplaybooksframeworkscustomer educationprogram managementdata analysisperformance metricscustomer lifecycle toolingdigital education programscommunity programs
Soft Skills
leadershipcross-functional collaborationstakeholder managementanalytical orientationwritten communicationverbal communicationstrategic executionadaptabilitycustomer insightsprogram governance