Customer Education Manager

Summary

Join Nextech, a leader in specialty healthcare technology solutions, as the Customer Education Manager. You will be responsible for building and managing a customer education program from the ground up, providing customers with the tools and resources they need to succeed. This program will be a key resource for customers to solve problems, improve product knowledge, and enhance their overall experience with Nextech's services. You will collaborate with various internal teams to identify areas where educational content can address customer needs and promote efficient product usage. You will also be responsible for analyzing customer engagement, feedback, and satisfaction metrics to continuously optimize the program. The ideal candidate will have a passion for education and customer empowerment, along with a proven track record of designing and scaling educational programs.

Requirements

• 5+ years of experience in customer education, instructional design, technical writing, or a related role within SaaS, healthtech, or a similar industry
• Strong background in creating and managing customer-facing educational content, including knowledge bases, videos, and guides
• Experience with content management systems, learning management systems (LMS), or knowledge base platforms
• Ability to translate complex technical concepts into clear, user-friendly content
• Excellent project management skills, with the ability to prioritize and execute multiple initiatives simultaneously
• Strong analytical mindset, with experience measuring program success through KPIs such as content engagement, case deflection, and customer satisfaction
• Exceptional communication and collaboration skills, with experience working cross-functionally with Product, Support, and Customer Success teams

Responsibilities

• Design and launch a scalable customer education program that enhances customer self-service and product adoption
• Develop a library of customer-facing resources, including knowledge base articles, tutorials, videos, and interactive learning materials
• Work closely with Product, Customer Support, Client Success, Implementation, and Consulting teams to identify common customer pain points and develop targeted educational content
• Maintain and continuously improve educational content to ensure accuracy, clarity, and alignment with product updates
• Track usage metrics and customer feedback to measure program success and refine content based on data-driven insights
• Identify and manage the best platforms (e.g., LMS, knowledge base software, video hosting) to deliver and scale the customer education experience
• Act as the voice of the customer by identifying recurring knowledge gaps and advocating for improvements in product design, onboarding, and support processes

Benefits

• Generous annual bonus opportunity
• 401(k) with Employer Match
• Flexible Time Off: take time off when you need it without worrying about available hours
• 10 paid holidays + 1 floating holiday
• Volunteer Time Off
• Insurance: Choice of Medical, Dental, and Vision plans
• Health Savings Account with employer match
• Flexible Spending Account
• 100% Company-Paid Parental leave
• 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance
• Wellness Program including discounts on medical premiums
• Employee Assistance Program with free counseling sessions available
• Corporate Discounts on Retail, Travel, and Entertainment
• Pet Insurance options