Customer Education Learning Architect

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

📋 Description

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

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

• Create and update certification tracks that reflect current product competencies.

• Promote asynchronous, self-service adoption.

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

• Provide contextual, just-in-time education integrated into customers’ workflows.

• Ensure educational materials remain up-to-date across ChurnZero and the Academy as product changes occur.

• Revise modules impacted by product updates and review content for outdated screenshots, deprecated workflows, and irrelevant examples.

• Coordinate with Product on the release roadmap to anticipate curriculum update requirements.

• Integrate feedback from the Sr. Manager of Customer Education regarding live delivery gaps and unclear content.

• Work collaboratively with the Sr. Manager to prioritize the content development queue.

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

• Establish and maintain consistency in production across the Academy curriculum.

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

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

⛳️ Requirements

• Bachelor’s degree in instructional design, learning sciences, education, educational technology, or a related area, or equivalent hands-on experience.

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

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

• Strong familiarity with creating in-app or in-product learning experiences is a significant advantage.

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

• Contemporary viewpoint on embedded, contextual, and AI-assisted learning.

• Knowledge of AI-enabled content creation or adaptive learning tools.

• Ability to utilize learner feedback and performance data to continuously enhance learning experiences.

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

• Strong project management, organizational, and prioritization skills; capable of managing a build queue and delivering high-quality work with minimal supervision.

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

• Experience with the Kirkpatrick model or a similar learning-measurement framework is a plus.

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

• Familiarity with Absorb, Parta.io, Camtasia, Snagit, Audiate, Canva, and PowerPoint is preferred.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Flexible work hours and remote work options.

• Opportunities for professional development and continuing education.

• Supportive and collaborative team environment.