Note: The job is a remote job and is open to candidates in USA. CreatorIQ is the operating system for creator-led growth trusted by more than 1,300 global brands and agencies. The Director, Customer Education & Enablement will shape the learning experience for customers and teams, focusing on driving product understanding, customer adoption, and long-term success through strategic education initiatives.
Responsibilities
- Set Strategy for Customer Education & Enablement
- Define a unified strategy spanning self-serve education, scaled training, and customer-facing team enablement
- Build a multi-year roadmap tied to adoption and retention outcomes
- Establish metrics that demonstrate education's impact on adoption, retention, support deflection, and Services revenue
- Represent customer education and enablement in executive and cross-functional forums
- Lead Help Center, knowledge base, onboarding, and in-app education strategy (e.g., Appcues)
- Define content architecture, editorial standards, and quality benchmarks
- Optimize content for discoverability across search, AI retrieval, and in-app linking
- Use analytics and customer feedback to continuously improve self-serve content
- Oversee the global strategy for live and on-demand customer training
- Build structured learning paths, a product academy, and certification programs that deepen customer expertise and reduce support volume
- Manage LMS strategy, governance, and long-term evolution
- Evolve curriculum using training data, support trends, and the product roadmap
- Coordinate the enablement of customer-facing teams (Customer Success, Support, Implementation) on platform and product knowledge, so education is reinforced at every customer touchpoint
- Identify and close platform-knowledge gaps across customer-facing teams, partnering with CS, Support, and Implementation leadership to raise competence where it most affects adoption and retention
- Build repeatable enablement processes and reinforcement mechanisms that turn content into applied knowledge across the teams customers rely on
- Manage packaging, pricing, success metrics, and the operating model for SAG enablement services
- Partner with Services and CS leadership on scoping, renewals, and expansion
- Forecast demand and scale staffing and content accordingly
- Own cross-functional launch-readiness standards so every release ships education-ready
- Partner with Product and Engineering to plan education deliverables proactively as new features and releases ship
- Coordinate release communications and customer impact with Support and CS
- Guide the technology and AI roadmap for customer education and enablement
- Identify and implement AI-driven solutions for content creation, personalization, delivery, and analytics on knowledge gaps and completion
- Build business cases for new investments that balance ROI and scalability
- Support and mentor a team across Product Education and Customer Enablement
- Establish clear roles, career paths, and performance standards
- Scale the team sustainably through hiring and development
Skills
- 8+ years in customer education, enablement, or knowledge management within SaaS
- 3+ years leading teams
- A track record of driving adoption, retention, and revenue through education and enablement
- Strong cross-functional leadership and executive presence
- Hands-on experience with LMS, in-app guidance, and knowledge platforms
- A strategic, outcome-oriented thinker with strong operational discipline
- Experience managing managers preferred
Benefits
- Surprise meal stipends: work from home can’t stop the enjoyment of someone else making a meal for you!
- Work/life harmony: 15 days vacation, floating and set holidays, wellness allowance, and paid parental leave.
- Whole Health Package: medical, dental, vision, life, disability insurance, and more.
- Savings: a 401k (USA) plan to help you plan ahead.
- Work from home stipend: to assist you in setting up a home office that works for you (or buy a new dog leash - your choice!).
Company Overview