Customer Education Program Manager – Live Learning

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

📋 Description

• Take charge of Ashby’s Customer Success live-learning program and integrate existing initiatives into a unified calendar, planning framework, and cohesive customer experience.

• Create processes for assessing, prioritizing, and generating new live-learning concepts.

• Manage registration, reminders, session setups, presenter preparation, live production, surveys, follow-ups, and recording transitions.

• Develop reusable templates and operational practices to minimize redundant work.

• Craft learning experiences tailored to customer needs, including target audiences, desired outcomes, formats, resources, outlines, exercises, and facilitator guides.

• Set session quality benchmarks, conduct rehearsals, mentor presenters, and enhance participation, pacing, inquiries, and accessibility for diverse experience levels.

• Host or co-facilitate select sessions and experiment with new formats.

• Oversee the live-learning recording library, including publication, organization, updates, and retirement decisions.

• Collaborate with Academy operations, presenters, Customer Education Program Managers, Marketing, Event Operations, and systems partners.

• Enhance website discoverability, audience communications, packaging, registration, attendance reporting, and workflow integrations.

• Monitor registration, attendance, engagement, feedback, operational efforts, and customer follow-through.

• Suggest additional audiences and formats, such as onboarding sessions, RecOps clinics, applied workshops, and customer spotlights.

• Ensure reliable delivery of approximately two to three weekly sessions and strategically expand the program.

• Report directly to the founder and head of Customer Education.

⛳️ Requirements

• Proven experience managing recurring live education or a similar customer-facing program.

• Background in customer education, product training, customer success, enablement, learning design, or webinar program management.

• Strong operational management of calendars, contributors, deadlines, and interdependencies.

• Ability to clearly articulate complex topics using practical examples and evaluate learner application.

• Comfortable facilitating live sessions, guiding participation, responding to questions, adapting approaches, and troubleshooting.

• Capability to coach presenters and offer specific, constructive feedback.

• Ability to learn products firsthand through workflows, documentation, and testing.

• Familiarity with webinar or virtual-learning platforms.

• Understanding of registration processes, communications, recordings, surveys, and reporting.

• Experience with HubSpot or similar systems is advantageous.

• Ability to evaluate programs, recommend enhancements, and execute initiatives with partners.

• Proficiency in utilizing learner feedback and behavioral evidence to refine programs.

• Previous experience with Ashby is beneficial but not mandatory.

🏝️ Benefits

• 10-year exercise window for stock options.

• Unlimited PTO with a recommendation of four weeks per year.

• Twelve weeks of fully paid family leave in the US.

• Generous budget for equipment, software, and office furniture.

• $100/month for educational expenses; more costly items like conferences covered with manager approval.

• US employees receive health insurance for themselves and their dependents with all premiums fully covered.

• Equity and stock options.