Customer Education Learning Architect

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop structured curricula and asynchronous e-learning modules that guide customers from initial setup to effective product utilization.

• Create and refine storyboards, course assessments, and structured learning paths tailored to customer roles, segments, and maturity levels.

• Construct and update certification tracks that are in alignment with learning paths and current product competencies.

• Promote asynchronous, self-serve adoption of the product.

• Design in-app learning experiences through Walkthroughs and Success Centers within ChurnZero.

• Generate contextual, on-the-spot education integrated into customer workflows.

• Ensure educational content remains up-to-date across ChurnZero and the Academy as the product evolves.

• Revise modules impacted by product changes and perform regular content audits.

• Identify outdated screenshots, deprecated workflows, and obsolete examples.

• Coordinate with Product teams regarding the release roadmap to anticipate necessary curriculum updates.

• Integrate feedback from the Senior Manager of Customer Education to address live delivery gaps and clarify confusing content.

• Work in tandem with the Senior Manager to prioritize the content development queue.

• Minimize duplication across enablement teams and enhance cross-functional reuse.

• Establish and uphold production consistency across the Academy curriculum.

• Define and monitor outcomes such as support ticket deflection, self-serve engagement, knowledge base satisfaction, and product adoption rates.

• Create feedback loops for students and analyze learner behavior to enhance program effectiveness.

⛳️ Requirements

• Bachelor’s degree in instructional design, learning sciences, education, educational technology, or a related field, or equivalent practical experience.

• 3–5 years of experience in customer education, instructional design, learning experience design, or enablement, preferably within the B2B SaaS sector.

• Practical experience in creating e-learning modules, storyboards, assessments, and evaluation methods using modern authoring tools.

• Experience with in-app or in-product learning experiences is highly advantageous.

• Strong foundation in instructional design principles based on learning science and evidence-based, learner-centered practices.

• Contemporary understanding of embedded, contextual, and AI-assisted learning methodologies.

• Familiarity with AI-driven content creation or adaptive learning tools.

• Ability to utilize learner feedback and performance data for the continuous enhancement of learning experiences.

• Comfort with working from a product roadmap and translating product changes into accurate, timely educational content.

• Strong project management, organization, and prioritization skills.

• Exceptional written and verbal communication skills, with the ability to simplify complex concepts into clear, understandable learning materials.

• Experience employing the Kirkpatrick model or similar learning-measurement frameworks is a plus.

• A portfolio showcasing e-learning or in-product learning samples.

• Preferred familiarity with Absorb, Parta.io, Camtasia, Snagit, Audiate, Canva, and PowerPoint.

🏝️ Benefits

• Remote-first company.

• Exempt classification.