Weave
Customer Success
DirectorofCustomerEducation
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“Director of Customer Education at Weave. Skills: Customer Education, SaaS, Team Leadership. Define customer education vision. Execute customer education strategy”
What You'll Achieve.
Drive product adoption; Drive customer outcomes; Drive retention; Drive expansion; Accelerate customer value realization; Achieve measurable business outcomes
Industry & Context.
Problem-solve; Data-driven decision making
What They're Looking For.
Must Have
8+ years customer education experience, 4+ years leading teams, 4+ years building education programs, Experience with enterprise customers, Experience supporting complex implementations, Experience creating customer learning strategies, Understanding adult learning principles, Understanding instructional design, Understanding customer adoption strategies, Experience managing LMS platforms, Experience managing digital learning ecosystems, Ability to work cross-functionally, Experience with executive stakeholders
Nice to Have
Experience in B2B SaaS, Experience in healthcare technology, Experience in fintech, Experience in communications, Experience in enterprise software, Experience launching customer certification programs, Familiarity with Skilljar, Familiarity with Docebo, Familiarity with Thought Industries, Familiarity with Gainsight, Familiarity with WalkMe, Experience using AI-driven learning tools, Experience using AI-driven analytics platforms, Master's degree preferred, Relevant certifications preferred
What You'll Do.
Define customer education vision
Execute customer education strategy
Execute customer education roadmap
Build scalable education programs
Support product adoption
Support advanced feature usage
Support certifications
Support customer maturity
Establish success metrics
Lead customer education team
Develop customer education team
Serve as subject matter expert
Design learning experiences
Develop role-based learning journeys
Develop persona-based learning journeys
Partner with enterprise teams
Support strategic accounts
Support large-scale rollouts
Build executive education programs
Build enablement programs
Support change management
Support adoption strategies
Oversee creation of learning assets
Optimize LMS platforms
Manage customer learning platforms
Optimize customer learning platforms
Drive innovation in digital learning
Ensure content aligns with brand standards
Ensure content aligns with accessibility
Ensure content aligns with adult learning
Partner with Product teams
Collaborate with Marketing
Work closely with Onboarding teams
Work closely with Support teams
Work closely with Customer Success teams
Align with Sales teams
Align with Revenue teams
Create feedback loops
Analyze learning engagement
Analyze completion rates
Analyze adoption trends
Analyze customer outcome metrics
Use data to improve learning
Use data to improve programs
Build executive-level reporting
Communicate education impact
Monitor industry trends
Monitor competitive benchmarks
How You'll Work.
Team & Collaboration
Partner with Product teams; Collaborate with Marketing; Work with Onboarding teams; Work with Support teams; Work with Customer Success teams; Align with Sales teams; Align with Revenue teams; Cross-functional collaboration
Communication Scope
Executive reporting; Executive presentations
Process & Methodology
Roadmap planning, Program management
Full Job Description
We are seeking a strategic and customer-obsessed leader responsible for building and scaling Customer Education for Weave customers. This leader will create education programs that drive product adoption, customer outcomes, retention, and expansion across a single, multi and enterprise customer segment. The ideal candidate has deep experience leading customer education initiatives in a SaaS or technology environment serving single to enterprise organizations.Expertise in instructional strategy, learning technologies, customer enablement, and cross-functional leadership. This role will partner closely with Sales, Onboarding, Customer Success, Product, Support, Marketing, and Executive Leadership to deliver impactful learning experiences that accelerate customer value realization. - This position will be hybrid (remote/in office) - Reports to: VP of Customer Success & Onboarding 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 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 rollout
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