Senior Manager, Customer Education

As the Senior Manager of Customer Education, you will lead the strategy, development, and delivery of the programs and resources that help Qualia customers build proficiency, adopt our products, and achieve long-term value.

Responsibilities

Lead a multidisciplinary team responsible for customer content, knowledge management, digital education, and instructor-led training; Own the vision, strategy, roadmap, and operating model for customer education across Qualia with particular focus on how AI changes the practice of customer education; Own the growth and P&L of Qualia's paid training program including pricing, packaging, margin, capacity planning, and sales enablement; Create a cohesive education ecosystem that connects Qualia University, the Knowledge Base, customer-facing content, webinars, workshops, and instructor-led training; Oversee the development and maintenance of self-paced and instructor led courses, learning paths, certifications, knowledge articles, videos, job aids, release education, facilitator materials, and other customer-facing resources; Establish standards and operating processes for each program including quality assurance, content architecture, taxonomy and governance; Define and measure the success of each program, analyze program performance and drive continuous improvement; Communicate program strategy, performance, capacity considerations, risks, and recommendations to senior leadership; Ensure customer-facing content remains accurate, accessible, relevant, consistent, and aligned with Qualia's products, brand, and customer needs; Build and maintain strong cross functional partnerships with Sales, Product, Marketing, Customer Success, Professional Services, Finance, Legal, and Operations; Manage relevant platforms, tools, vendors, and budgets supporting customer education, knowledge, content, and training programs

Requirements

8+ years of experience in customer education, customer training, content strategy, knowledge management, instructional design, professional services, customer success, or a related function; 4+ years of people leadership experience, including experience leading multidisciplinary or cross-functional teams; Experience building and commercializing a paid customer training or professional services program, including ownership of pricing, packaging, capacity planning, and program P&L; Experience owning a program budget or P&L, utilization targets, and unit economics; Demonstrated experience developing and scaling customer education programs across digital, self-service, one-to-many, and instructor-led formats; Strong understanding of customer education strategy, instructional program development, adult learning principles, content operations, and knowledge management; Experience owning or managing an LMS, customer academy, knowledge base, or similar customer learning and content ecosystem; Experience establishing content governance, taxonomy, quality standards, intake processes, operating models, and measurement frameworks; Strong program and project management skills, with the ability to translate strategy into clear priorities and executable plans; Strong analytical orientation with the ability to use customer insights, program data, and business outcomes to guide decisions; Excellent written and verbal communication skills, with the ability to translate complex products, workflows, and concepts into clear and accessible customer education

Nice to have

B2B SaaS environment; Experience launching a paid customer training program from inception; Familiarity with AI-enabled content development, knowledge search, automation, personalization, or digital learning experiences; Experience working in a complex, regulated, workflow-driven, or vertical SaaS industry; Based in Austin, TX with the ability to work in the office a minimum of two days per week

Benefits

comprehensive health plans; 401k program; commuter benefits; professional development; parental leave; flexible time off policy; robust online onboarding program; biweekly all hands meetings; internal virtual events