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. 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 business metrics; Improve onboarding completion; Influence retention; Influence expansion; Improve support efficiency
Industry & Context.
Root cause analysis; Troubleshooting
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
Translate product strategy
Measure education impact
Develop education strategy
Maintain education roadmap
Design education pathways
Identify understanding gaps
Translate gaps into content
Set education team goals
Own education ecosystem
Grow education ecosystem
Ensure workflows documented
Create learning journeys
Manage content updates
Oversee onboarding education
Provide feedback on usability
Align education messaging
Ensure internal teams enabled
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
Instrument education KPIs
Track education value
Report on education value
Run education experiments
Iterate education content
Improve education programs
Share insights with leadership
How You'll Work.
Team & Collaboration
Partner with Product; Work with Customer Success; Collaborate with Support; Align with Product Marketing; Align with RevOps; Enable internal teams
Communication Scope
Executive presentations; Technical documentation
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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