Customer Education Manager

Description

Siteimprove is a global leader in digital accessibility, content optimization, and web governance empowering organizations to deliver inclusive, high-performing digital experiences. With the launch of Siteimprove.ai, the only enterprise platform that unifies content compliance and content performance, we re leading the way in the AI era where content must perform for both humans and AI. From Accessibility to SEO/AIO, Analytics, and Content Strategy, our Agentic Content Intelligence Platform helps organizations create content that s compliant, discoverable, and impactful. The Customer Education Manager, Implementation Enablement is responsible for owning and scaling Siteimprove s end-to-end Customer Education strategy for implementation and early lifecycle success. This role goes beyond training delivery to focus on designing scalable 1:many learning experiences, building a robust content ecosystem, partnering on go-to-market enablement, and creating new education-driven revenue streams. You will define the customer implementation education vision, evolve our Learning Hub and digital programs, and work cross-functionally with Product, Marketing, Sales, Customer Success, Support, and Professional Services to ensure customers achieve faster time-to-value and long-term adoption. Success in this role will be measured by: *Customer onboarding satisfaction and outcomes *Increased product adoption and reduced support dependency *Growth and scalability of 1:many learning offerings *Revenue impact from education programs (paid offerings, certifications, and expansion influence) *Operational efficiency and repeatability of education processes

What you will be doing

• Lead Customer Education Strategy (Implementation & Early Lifecycle)
• Own and evolve the Customer Education vision and roadmap for implementation learning across all product packages.
• Identify and prioritize learning needs through customer insights, internal stakeholder input, product telemetry, and support trends.
• Define what great onboarding education looks like at scale balancing human-led enablement with digital pathways.
• Establish clear learning journeys for different personas, packages, and customer maturity levels.

Scale 1:Many Learning Programs & Content Ecosystem

• Build a holistic content creation and delivery strategy that supports customers and internal teams, leveraging instructional design best practices.
• Expand and optimize Learning Hub offerings including self-paced courses, webinars, tutorials, guides, learning paths, and in-app resources.
• Translate complex product workflows into clear, engaging, outcomes-based learning experiences.
• Ensure content is modular, reusable, and maintains consistent quality and voice across formats.

Instructional Design & Learning Experience Ownership

• Apply modern instructional design methodologies (adult learning theory, backward design, experiential learning, microlearning, etc.) to drive measurable outcomes.
• Create curriculum frameworks that align learning objectives to adoption, competency, and customer goals.
• Build assessment and reinforcement models (badging, practice, knowledge checks, certifications) to support proficiency at scale.

Go-to-Market & Product Launch Enablement

• Partner with Product and Marketing to create education-ready launch content ahead of feature releases.
• Build GTM-aligned enablement plans ensuring customers understand value, use cases, and how to win with new capabilities.
• Collaborate with Sales Enablement and CS leadership on evergreen messaging and differentiation through education.

Education Revenue & Commercial Expansion

• Develop and introduce new education revenue lines such as paid training packages, premium onboarding tracks, or certifications.
• Design offerings with clear packaging, pricing logic, and value articulation.
• Partner with Sales/CS on positioning education products as levers for retention, adoption, and expansion.

Project Management, Process Creation & Operational Excellence

• Lead multi-stakeholder projects from discovery to delivery across content, programs, and launches.
• Build repeatable processes for content intake, prioritization, development, QA, publishing, and measurement.
• Drive efficiency across Professional Services and Customer Education through clear playbooks and scalable models.

Measurement, Analytics & Continuous Improvement

• Define success metrics for education programs including adoption, engagement, time-to-value, course completion, and support deflection.
• Leverage data to refine learning pathways, identify gaps, and improve customer outcomes continuously.
• Establish evaluation frameworks for both digital and instructor-led experiences.

What we will require of you

• Bachelor s degree in a relevant discipline or equivalent experience required.
• 5+ years in Customer Education, Enablement, or Learning Experience Design, ideally in SaaS.
• Demonstrated success leading a 1:many Customer Education strategy (Learning Hub, academy, digital programs, certifications, etc.).
• Strong Instructional Design background with a portfolio of scalable customer learning experiences.
• 3+ years leading a globally distributed team.
• Experience creating and operationalizing education offerings tied to commercial outcomes (revenue, retention, expansion, support deflection).

What we will love about you

• Strategic, systems-level thinker who can define a vision for Customer Education at scale.
• Strong commercial mindset with the ability to connect education to business impact.
• Confident operating in ambiguity, building structure where none exists.
• Deep cross-functional collaborator with proven influence in matrixed environments.
• Skilled in modern adult learning and digital education design.
• Strong communicator who can translate customer needs into executable programs.
• Builder mentality energized by creating new processes, offerings, and scalable systems.

In addition, we hope you will appreciate:

• Rest and relaxation: Open Paid Time Off (OPTO) program for vacation, personal illness, mental health, or to care for a family member, 11 paid holidays, and volunteer leave.
• Comprehensive benefits: National medical plan, dental, vision, paid maternity leave, paid paternity leave, HSA, Flex, employer-sponsored short-term, long-term disability, discounts to volunteer plans to meet your family needs, and more!
• Prepare for the future: 401(k) with a company match to provide a better future in your retirement years.

USD 97,985-122,481 per-year-salary

The pay for the successful candidate will depend on various factors, including work location, relevant knowledge, skills, qualifications, and experience.

Siteimprove is an equal opportunity employer

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

Siteimprove is a global corporation that has developed data practices to ensure your personally identifiable information is appropriately protected. Please note that personal information may be transferred, accessed, and stored globally as necessary for the uses and disclosures stated in accordance with our Privacy Policy at https://siteimprove.com/en/privacy/.

Apply now!