Company
B2B SaaS
Manager,CustomerEducation
Neural analysis suggests this role is
optimal for Manager candidates.
“Manager, Customer Education. Skills: Customer education strategy, Program execution, Team management, Metrics and analytics. Build scalable education strategy. Lead a team”
What You'll Achieve.
Drive product adoption; Drive value realization; Drive customer success; Reduce support burden; Accelerate time-to-value; Move adoption metrics; Move activation metrics; Move feature usage metrics; Influence adoption metrics; Influence activation metrics; Influence feature usage metrics; Influence support deflection; Influence NPS/CSAT; Influence time-to-first-value; Influence feature adoption
Industry & Context.
Root cause analysis
What They're Looking For.
Must Have
2+ years of experience in B2B SaaS, Experience managing a small team (2+ people), Understanding of adult learning methods, Demonstrated experience tracking education performance
Nice to Have
Experience designing and running certification, Comfort with data visualization, Experience in multi-language or localized education delivery
What You'll Do.
Build scalable education strategy
Identify customer learning gaps
Prioritize education initiatives
Collaborate with Product teams
Translate product strategy
Measure education program impact
Develop education strategy and roadmap
Design education pathways
Identify gaps in customer understanding
Translate gaps into priorities
Set quarterly goals for education team
Own customer education ecosystem
Ensure critical workflows documented
Create learning journeys
Manage content updates
Oversee onboarding education
Partner with Product Management
Provide feedback on usability
Work with Customer Success Managers
Align education messaging
Ensure internal teams have tools
Hire education professionals
Mentor education professionals
Develop education professionals
Guide team on resources
Provide regular feedback
Set clear expectations
Create culture of improvement
Model collaboration mindset
Define education KPIs
Track education performance
Report on value realization
Run experiments on education
Use data to improve content
Share insights with leadership
How You'll Work.
Team & Collaboration
Partner with Product; Partner with Customer Success; Partner with Support; Cross-functional collaboration
Communication Scope
Executive presentations
Process & Methodology
Roadmap planning
Full Job Description
ROLE PURPOSE A Customer Education Manager in a B2B SaaS environment owns the strategy, execution, and impact of customer education programs that directly drive product adoption, value realization, and customer success. This role combines strategic thinking with hands-on program leadership—you will design the educational roadmap, mentor a small team, and own measurable outcomes. Your work transforms how customers learn our product, reduces support burden, and accelerates time-to-value. JOB DESCRIPTION Job Title: Manager, Customer Education About the Role We are looking for a Customer Education Manager who will lead the vision, strategy, and execution of our customer education function. You will own the end-to-end customer learning experience across all touchpoints—academies, knowledge bases, webinars, onboarding, and certification. You'll report directly to the Director of Services and partner with Product, Customer Success, and Support to ensure every customer can achieve their desired outcomes with our product. Your core focus will be to: - Build a scalable, outcomes-driven education strategy aligned with business goals and customer value realization. - Lead a team of 2–3 people (Instructional Designers and/or Customer Education Specialists) with clear goals, feedback, and development pathways. - Identify critical customer learning gaps and prioritize education initiatives that move adoption, activation, and feature usage metrics. - Collaborate with Product and Customer-facing teams to translate product strategy into customer education strategy. - Measure and own the impact of education programs on customer success metrics. You will be the connective tissue between Product, Support, Success, and the education team—ensuring customer learning is a strategic lever for growth and retention. RESPONSIBILITIES STRATEGY & PLANNING - Develop and maintain a customer education strategy and roadmap, aligned with company goals and customer segmentation (by persona, industry, us
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