Customer Education Lead

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Identify and map CoLab's customer audiences, focusing on their learning needs.

• Analyze product usage data, trends in support tickets, and feedback from CSMs to determine educational priorities.

• Collaborate with Customer Success, Solutions Engineering, and Implementation teams to convert customer challenges into learning priorities.

• Develop onboarding and enablement resources, including videos, guides, templates, and self-paced modules.

• Design engaging learning paths, assessments, certification exams, and the CoLab Academy curriculum.

• Assess, select, and implement a Learning Management System (LMS) or content hub.

• Establish processes for content creation, review, maintenance, version control, and timely updates.

• Create feedback loops for learners, Customer Success, and Product teams.

• Initiate peer learning, customer community, and knowledge-sharing initiatives.

• Determine the optimal mix of live implementation delivery and self-service education.

• Mitigate onboarding challenges to speed up time-to-value for customers.

• Evaluate the impact of content on customer health, activation, feature adoption, and renewals; iterate based on insights.

• Provide CSMs and CSEs with resources for consistent communication and minimized one-on-one training.

• Develop internal enablement materials for new features and use cases.

• Collaborate with Product Marketing on feature launches and educational content that is ready for release.

⛳️ Requirements

• Minimum of 3 years in instructional design, customer education, or enablement within a B2B SaaS environment.

• Proven experience in creating customer-facing content that drives quantifiable adoption.

• Demonstrated effectiveness in linking educational programs to business results, such as adoption rates, time-to-value, and renewals.

• Strong project management and teamwork abilities across Customer Success, Product, and Marketing departments.

• Exceptional writing, organizational, and presentation skills.

• Familiarity with technical B2B products, particularly engineering tools (CAD, PLM, DevOps, etc.) is a plus.

• Practical experience with LMS platforms (e.g., Skilljar, Docebo, Thought Industries) or course authoring tools (e.g., Articulate Rise, Camtasia, Adobe Creative Suite) is desirable.

• Proven capability to design scalable solutions, integrating both asynchronous and live learning formats is beneficial.

• Background in customer marketing, enablement, or community engagement is advantageous.

🏝️ Benefits

• Competitive salary and performance bonuses.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career growth.

• Flexible work hours and remote working options.

• Engaging company culture with team-building activities.