Digital Customer Education Manager

Job description

Position Overview We're looking for a Digital Customer Education Manager to own our customer-facing education strategy end to end — from the tutorials, guides, and best-practice content that live in our community platform, to making sure that content stays current as our product and the broader industry evolve. A core part of the job is moving beyond "create content and hope people find it." You'll orchestrate exposure — ensuring the right resource reaches the right customer at the right moment in their journey, from first login through ongoing maturity — so education functions as a primary, digital-first training method. You'll also build enablement programs like train-the-trainer, contribute to our existing webinar program, and use AI as a core part of how you operate — both to create content and to automate the processes that keep a growing library fresh at scale. This is a hands-on strategy and execution role for someone who wants to build a comprehensive, insight-driven education function — not just keep pace with product releases. Key Responsibilities Education Strategy & Content Ownership Own the end-to-end strategy for our digital-first customer education program, including tutorials, video content, guides, and best-practice materials hosted on our community platform. Design learning content that supports a digital-first training model — where self-serve education is customers' primary path, not a backup. Produce educational video content start to finish — scripting, recording, and editing. Develop persona- and role-based education tracks that reflect how different customers use the platform and their varying levels of maturity. Manage and direct the Customer Community & Content Specialist's work on content support and community platform upkeep. Content Maintenance & AI-Powered Operations Keep education materials current against a constantly evolving platform and industry (e.g., how AI is reshaping customer priorities and tactics), on a sustainable cadence rather than reactive, release-by-release updates. Use AI to draft and update content and to automate maintenance work (flagging outdated material, batch updates), partnering with our internal automation specialist to operate at scale. Lifecycle-Based Content Orchestration Partner with product, customer success and lifecycle teams so customers are exposed to the right education content at the right stage of their journey — orchestrating delivery and visibility, not just producing and housing content. Leverage lifecycle orchestration tools to personalize and automate when resources surface, based on customer stage and behavior. Extend focus beyond onboarding to support customers' ongoing maturity across the full lifecycle. Enablement Programs & Cross-Functional Collaboration Design and manage a train-the-trainer program that equips customer champions to build an internal center of excellence. Contribute content and adoption-focused programming to our existing webinar program, partnering with the trainer role, customer success, and Product. Partner with the Director of Digital Customer Success, Product, and Marketing to keep education aligned with broader lifecycle strategy and positioning. Data & Reporting Define and track metrics for content engagement and usage, tied to adoption and retention outcomes. Use data and customer feedback to prioritize new content vs. maintenance vs. retirement, shifting the function from reactive to insight-driven. Qualifications 6+ years of experience in customer education, instructional design, or content strategy, ideally within a SaaS or platform business. Excellent writing and instructional design skills — you'll personally determine what our tutorials and guides cover and how. Demonstrated experience building and running an education program at scale — not just producing individual pieces of content. Strong hands-on video editing skills (e.g., Camtasia, Audiate, or similar tools). Experience hosting webinars or leading live training sessions. High fluency with AI tools for both content creation and process automation. Comfort with data: defining engagement/usage metrics and connecting content performance to adoption and retention. Strong cross-functional collaboration skills across Product, CS, and Marketing. Background managing or directing a direct report . Experience with train-the-trainer or center-of-excellence programs, and/or background in martech, SEO, or adjacent marketing platforms, a plus. The future of work is transformed at Conductor, and we don’t just use AI - we weave it into everything we do. We prioritize hiring individuals who stay ahead of the curve, seeking "AI leading" talent who are curious, adaptable, and skilled at utilizing AI to amplify their specific roles. Because we are committed to this tech-forward environment, every candidate’s journey includes a dedicated assessment of their AI literacy and competency by a specialized panel of experts to ensure you are ready to thrive and lead at Conductor. Compensation: Conductor maintains competitive, performance-based compensation programs. The New York City base salary range for this role is currently $110,000 - $145,000 per year. Conductor LLC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Bringing in diverse perspectives and challenging our assumptions is the clear key to growth; it drives innovation, creativity, faster problem-solving, and stronger decision making. All aspects of employment including the decision to hire, promote, train, discipline, or discharge, will be based on merit, competence, performance, and business needs . Conductor does not discriminate against any employee or applicant on the basis of race, color, ancestry, national origin, religion or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, or other characteristics protected by state or federal law or local ordinance. In addition, it is the policy of Conductor to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations and ordinances where a particular employee works. About Conductor: Conductor is the leading enterprise AEO platform. Today’s top enterprise brands use Conductor to grow authority and visibility in both AI and traditional search engines. From tracking visibility in LLMs to real-time monitoring of technical site health and scaled AI content creation, Conductor provides a single source of truth that fuels digital growth—all from one platform. Conductor is a mission-driven company with a commitment to innovation, customer success, and culture. For Conductor, success is improving the lives of everyone in our orbit—our customers, our customers' customers, our employee-owners, and our communities.