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About the role
Key responsibilities & impact- Define and support the execution of customer education efforts aligned to customer lifecycle stages.
- Assist in identifying customer personas and learning needs across segments.
- Contribute to establishing learning objectives, success metrics, and feedback loops.
- Ensure training initiatives support product adoption and reduce support dependency.
- Design and develop customer training materials, including videos, guides, documentation, and self-service resources.
- Translate product functionality into clear, accessible learning experiences.
- Support the organization and maintenance of a customer-facing help center or content repository.
- Partner with internal teams to ensure training content remains current as products and features evolve.
- Assist in building and organizing a centralized location for customer education content using existing tools.
- Support the development of structured learning paths tailored to different customer segments.
- Help maintain organization and usability of training content to support scalability.
- Partner with Support to identify recurring customer issues and training opportunities.
- Develop content to address common questions and reduce reliance on reactive support.
- Align training materials with help center resources to create a consistent customer experience.
- Collaborate with Customer Success and Implementation teams to support onboarding and post-launch training.
- Partner with Product to align training content with releases and feature updates.
- Work with Marketing and Support to ensure consistency across customer-facing materials.
- Identify opportunities to streamline and reuse content across teams.
- Support development of materials for live training sessions and webinars.
- Help standardize training content and delivery approaches.
- Contribute to expanding self-service training options over time.
Requirements
What you’ll need- Bachelor’s degree or equivalent experience.
- 3+ years of experience in instructional design, training, customer education, or a related field within a SaaS or technology environment.
- Experience developing customer-facing training materials, including documentation, guides, and self-service learning content.
- Working knowledge of instructional design principles and adult learning methodologies.
- Demonstrated ability to translate product functionality or technical concepts into clear, user-friendly content.
- Experience collaborating with cross-functional teams such as Product, Customer Success, Support, or Marketing.
- Familiarity with knowledge base platforms, LMS tools, or similar content management systems.
- Proven ability to manage multiple projects and priorities in a fast-paced environment.
- Strong written and verbal communication skills.
- **Bonus Points For (Optional)**
- Experience supporting customer onboarding or customer education programs.
- Familiarity with SaaS product environments or implementation workflows.
- Exposure to defining or contributing to learning paths or structured training programs.
- Experience using data or feedback to improve training effectiveness.
- Experience working in resource-constrained or developing program environments.
- **Desired Characteristics**
- Detail-oriented with strong execution skills.
- Comfortable working in evolving or ambiguous environments.
- Customer-focused mindset with a passion for education and enablement.
- Collaborative and adaptable approach to working across teams.
- High ownership, accountability, and bias toward action.
Benefits
Comp & perks- Robust benefit package that includes medical, dental, and vision that start on date of hire.
- Paid Time Off, to include vacation, sick, holidays, and floating holidays.
- 401(k) plan with employer match.
- Company-funded “lifestyle account” upon date of hire for you to apply toward your physical and mental well-being (i.e., ski passes, retreats, gym memberships).
- Tuition Reimbursement Program.
- Voluntary benefits, to include but not limited to Legal and Pet Discounts.
- Employee Assistance Program (available at no cost to you).
- Company-sponsored and funded “Culture Team” that focuses on the Physical, Mental, and Professional well-being of employees.
- Community Give-Back initiatives.
- Culture that focuses on employee development initiatives.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
instructional designcustomer educationtraining materials developmentadult learning methodologiescontent management systemsknowledge base platformsproject managementdata analysis for trainingSaaS environmentsstructured training programs
Soft Skills
strong written communicationstrong verbal communicationdetail-orientedcustomer-focusedcollaborativeadaptablehigh ownershipaccountabilityexecution skillsability to manage multiple projects
Certifications
Bachelor's degreeinstructional design certificationadult learning certificationproject management certificationSaaS certificationcustomer education certificationcontent development certificationtraining delivery certificatione-learning certificationknowledge management certification