Education Program Designer – Contract

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

📋 Description

• Develop learning pathways tailored for administrators, everyday users, and executive sponsors throughout various customer stages.

• Design self-paced courses, live training sessions, and scenario-driven assessments.

• Create educational content that teaches Customer Success principles, including renewals, retention, and churn risk, alongside Vitally's automation, tracking, and reporting features.

• Strategize and create customer learning programs and certifications in collaboration with Product, Support, and Customer Success subject matter experts.

• Transform product knowledge into captivating e-learning experiences, interactive courses, and video content; script, record, and edit video materials.

• Lead or manage the initial phase of content development prior to each launch stage.

• Oversee the instructional design lifecycle from needs analysis and content gap assessments to assessment design and evaluation of business outcomes.

• Develop reusable workflows, templates, and quality benchmarks for the Vitally Academy.

• Assess build-time efficiencies and learner outcomes, including time to first value, adoption rates, and how-to ticket volume.

• Collaborate with internal team members to develop and document an operational model for ongoing program maintenance.

• Work with Marketing on content creation, voice consistency, editorial standards, and production processes.

• Engage with Community and Education teams to facilitate peer learning and office hours.

• Partner with Knowledge and Automation teams to ensure help content aligns with the curriculum.

• Collaborate with Customer Success Managers to pinpoint customer challenges and coordinate with Product for early access to updates.

⛳️ Requirements

• A minimum of 5 years of experience in instructional or learning design focused on external customers, rather than internal employee training.

• Proven experience in designing customer education for new products or significant platform changes within a SaaS environment, accompanied by a portfolio demonstrating outcomes.

• Strong grasp of adult learning principles, including backward design, clearly defined objectives, and effective assessment strategies.

• Proficiency in learning architecture, including role-specific paths, sequencing, and certification or badging systems.

• Practical experience with authoring tools, video production, short-form content, including self-editing of videos, and familiarity with an LMS tool.

• Experience in measuring effectiveness, linking learning initiatives to adoption and ticket deflection rates, and adapting content based on analytical insights.

• Comfort in navigating ambiguity as the product evolves.

• Ability to collaborate across Marketing, Product, and Customer Success with minimal guidance.

• Bonus: experience in teaching a rapidly evolving, AI-driven, or data-intensive product.

• Bonus: utilizes AI in personal content workflows and understands its applications and limitations.

• Bonus: established a program that continued to thrive post-departure.

• Bonus: familiarity with a Customer Success platform or B2B analytics product.

• Bonus: experience in administering a customer education learning management system.

🏝️ Benefits

• Full-time contract position from mid-December 2026 through June 2027, transitioning to approximately 10 hours per week thereafter.

• A productive, respectful, friendly, enjoyable, hard-working, intelligent, and mature work environment.

• Opportunities for collaboration across Marketing, Community, Education, Knowledge and Automation, Customer Success, and Product teams.