Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will split your time between building scalable customer education programs and owning a large book of scaled customer accounts. You will create learning paths curricula webinars onboarding journeys and lifecycle communications while guiding customers toward successful adoption. You will manage renewals monitor account health partner with Support triage questions and identify blockers expansion signals and success stories. You will measure retention adoption education outcomes onboarding completion communication performance and re-engagement.
Requirements
- 6-8+ years of experience in scaled success customer success customer education or post-sales roles
- Direct ownership of renewals and a strong retention track record
- Experience designing and delivering one-to-many programs at scale
- Experience with curricula learning paths academies webinars digital onboarding lifecycle email or community programs
- Experience with both instructor-led and self-serve formats
- Comfort prototyping with modern tools automating workflows and using AI
- Strong written and presentation skills
- Data fluency and experience instrumenting programs to test hypotheses
- Comfort with ambiguity and a bias to ship
Responsibilities
- Own post-purchase lifecycle communications and customer education across email in-app guides Slack release communications and re-engagement plays
- Architect the customer education academy including learning paths curricula courses videos labs and certification-ready materials
- Build and host onboarding sessions workshops and feature deep-dives and create an on-demand library
- Design digital onboarding journeys with sequenced communications in-app guidance and self-service resources
- Package content into repeatable formats for customer success managers
- Measure education and program performance against retention
- Own a large book of scaled-segment accounts through renewals risk management direct engagement and automated plays
- Guide customers from their first project to load-bearing applications
- Partner with Support to triage customer questions
- Surface product blockers expansion signals and customer success stories to internal stakeholders