Senior Customer Education Manager
New
J
JobgetherFinancial technology
Fully remote work anywhere in the United States, Manage your schedule according to your local time zoneFull-TimeManager
SalaryAnnual base salary ranging from $100,000 to $125,000 USD
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Job Details
- Experience
- At least 2 years of experience in customer education, customer enablement, content strategy, knowledge management, or a related customer success function.
- Required Skills
- SaaS
Requirements
- At least 2 years of experience in customer education, customer enablement, content strategy, knowledge management, or a related customer success function.
- Demonstrated experience building, organizing, or significantly overhauling a content library, knowledge base, or customer-facing resource ecosystem.
- Ability to create sustainable content management processes, including documentation standards, review workflows, version control, and lifecycle management.
- Ability to work autonomously, establish priorities, manage competing initiatives, and develop a strategic function without direct team management responsibilities.
- Excellent writing and editing skills, with attention to detail and ability to produce polished, clear, consistent, customer-ready materials.
- Experience partnering with Customer Success, Product, Sales, and Marketing teams to align content with customer needs and organizational goals.
- Strong organizational skills, structured thinking, and ability to translate complex information into accessible resources.
- Familiarity with FP&A, SaaS, or B2B software environments is an advantage.
Responsibilities
- Audit the customer education and enablement library, identify outdated materials, retire obsolete content, and establish standards for new assets.
- Develop frameworks for content creation, review, approval, version control, maintenance, and retirement.
- Partner with Customer Success Managers to identify knowledge gaps and educational opportunities throughout the customer lifecycle.
- Collaborate with Product, Sales, Product Marketing, and Customer Success to align educational materials with product updates, customer needs, business objectives, and brand messaging.
- Define and maintain standards for content structure, tone, branding, accessibility, and presentation.
- Build and maintain a content ecosystem using taxonomies, templates, tagging conventions, and standardized intake processes.
- Track content usage and effectiveness, analyze performance insights, and refine educational resources.
- Drive the customer education function independently, establish priorities, and improve customer enablement systems and processes.
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