Senior Customer Education Manager

Job description

**This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Senior Customer Education Manager based in the United States.** Join a growing, AI-powered financial technology environment transforming how finance teams operate through intelligent automation and seamless software integrations. In this strategic individual contributor role, you will own the vision, structure, and governance of a comprehensive customer education and enablement content ecosystem. You will transform existing resources into a scalable, well-organized knowledge infrastructure that supports customers throughout their journey. Working closely with Customer Success, Product, Sales, and Marketing teams, you will ensure that every customer-facing asset is accurate, accessible, consistent, and valuable. You will establish repeatable processes for content creation, review, maintenance, and continuous improvement. This is an opportunity to shape the customer experience at scale while building systems that enable long-term business growth. The position is fully remote, offering autonomy, cross-functional collaboration, and the opportunity to make a lasting impact. ### Accountabilities - **Content Strategy and Governance:** Take ownership of the existing customer education and enablement library by auditing resources, identifying outdated materials, retiring obsolete content, and establishing standards for new assets. - **Content Lifecycle Management:** Develop repeatable frameworks for content creation, review, approval, version control, maintenance, and retirement to ensure resources remain accurate and relevant. - **Customer Journey Optimization:** Partner with Customer Success Managers to identify knowledge gaps and educational opportunities throughout the customer lifecycle, prioritizing content initiatives that improve customer engagement and adoption. - **Cross-Functional Collaboration:** Work closely with Product, Sales, Product Marketing, and Customer Success teams to align educational materials with product updates, customer needs, business objectives, and brand messaging. - **Content Standards and Quality Assurance:** Define and maintain standards for content structure, tone, branding, accessibility, and presentation to ensure a consistent, professional customer experience. - **Scalable Knowledge Infrastructure:** Build and maintain an organized content ecosystem using taxonomies, templates, tagging conventions, and standardized intake processes that support efficient discovery and long-term scalability. - **Performance Measurement and Continuous Improvement:** Track content usage and effectiveness, analyze performance insights, and use findings to refine educational resources and improve their impact. - **Strategic Ownership:** Independently drive the customer education function, establish priorities, and continuously improve the systems and processes that support customer enablement across the organization. ## Requirements - **Relevant Professional Experience:** At least 2 years of experience in customer education, customer enablement, content strategy, knowledge management, or a related customer success function. - **Content Library Development:** Demonstrated experience building, organizing, or significantly overhauling a content library, knowledge base, or customer-facing resource ecosystem. - **Governance and Systems Thinking:** Strong ability to create structured, sustainable content management processes, including documentation standards, review workflows, version control, and lifecycle management. - **Independent Execution:** Proven ability to work autonomously, establish priorities, manage competing initiatives, and develop a strategic function without direct team management responsibilities. - **Written Communication:** Excellent writing and editing skills, with a strong eye for detail and the ability to produce polished, clear, consistent, and customer-ready materials. - **Cross-Functional Collaboration:** Experience partnering effectively with Customer Success, Product, Sales, and Marketing teams to align content with customer needs and organizational goals. - **Organizational Skills:** Strong attention to detail, structured thinking, and the ability to translate complex information into accessible, easy-to-navigate resources. - **Preferred Industry Experience:** Familiarity with Financial Planning and Analysis (FP&A), software-as-a-service (SaaS), or business-to-business (B2B) software environments is an advantage. - **Growth Mindset:** A proactive, systems-oriented approach, with an interest in continuous improvement, scalable processes, and creating more effective customer experiences. ## Benefits - **Competitive Salary:** Annual base salary ranging from **$100,000 to $125,000 USD**, depending on experience, skills, and location. - **Equity Compensation:** Meaningful equity participation, providing an opportunity to share in the company's long-term growth. - **Remote Flexibility:** Fully remote work anywhere in the United States, with the flexibility to manage your schedule according to your local time zone. - **Health Coverage:** 100% employer-paid medical, dental, and vision insurance for employees. - **Dependent Coverage:** Employer-paid medical insurance and 80% employer-paid dental and vision insurance for eligible dependents. - **Retirement Savings:** 401(k) plan with an employer match of up to 4%. - **Health Savings Options:** Access to Health Savings Account (HSA) and Flexible Spending Account (FSA) options. - **Vision Benefits:** Up to $540 per year toward glasses, sunglasses, or contact lenses for employees enrolled in an eligible vision plan. - **Paid Time Off:** Flexible, unlimited sick time and paid time off, with a recommended 18–25 vacation days annually. - **Company Holidays:** 12 paid company holidays each year. - **Wellness Support:** Calm app membership to support mental well-being. - **Family Support:** Paternity leave to help employees navigate important family milestones. - **Life Insurance:** Life insurance coverage for additional financial protection. - **Professional Development:** Reimbursement for CPA and CFA license renewals. - **Collaborative Environment:** Join a growing, international team that values collaboration, ownership, innovation, and long-term professional development.