Director of Customer Education

Summary

Join SimplePractice as our Director of Customer Education and lead the development and execution of scalable education programs for our customers. You will build a comprehensive 1:Many Customer Education strategy, ensuring customers have access to high-quality educational content, onboarding support, and self-service resources. Collaborate closely with Customer Marketing, Product Management, and Customer Success to enhance customer engagement and satisfaction. This role reports to the Chief Customer Officer and requires a strategic and results-driven approach. You will manage the Customer Help Center, onboarding initiatives, and educational video content. The ideal candidate will have extensive experience in SaaS customer education and a proven ability to leverage AI and automation tools.

Requirements

• SMB Experience: Proven experience working with Small and Medium Businesses (SMB) to understand their unique challenges and needs
• Minimum 7 Years Experience leading customer education, enablement, or customer success programs in a SaaS environment
• Strong background in developing and executing scalable customer education strategies, including webinars, knowledge bases, and video content
• Expertise in leveraging AI and automation tools for customer education and support
• Proven ability to collaborate across teams, including marketing, product, and customer success
• Excellent communication and presentation skills, with the ability to engage both internal and external stakeholders
• Data-driven mindset with a strong focus on measuring and optimizing customer education initiatives
• Bachelor's degree in Business, Education, or a related field (MBA preferred)

Responsibilities

• Manage Customer Help Center: Oversee the strategy and continuous improvement of the Customer Help Center to ensure customers have access to relevant and up-to-date self-service resources
• Manage 1:Many Customer Onboarding: Develop and oversee onboarding initiatives, including guides, webinars, and how-to videos, to ensure a seamless and scalable onboarding experience
• Customer Success 1:Many Strategy: Drive initiatives that enhance the education and success of customers at scale, reducing reliance on 1:1 support while improving overall adoption and retention
• Manage Education Videos and How-to Guides: Lead the development and maintenance of educational video content and written guides to help customers maximize the value of SimplePractice’s products
• AI Strategy for Customer Education: Identify opportunities to leverage AI-driven tools for customer education, including chatbots, interactive learning experiences, and automated content recommendations
• Collaboration with Customer Marketing: Work closely with the Customer Marketing team to ensure education initiatives align with broader customer engagement and retention efforts
• Collaboration with Product Management: Partner with Product Management to ensure that customer education materials reflect the latest product updates and enhancements
• Presenting to Senior Leadership: Provide regular updates and strategic recommendations to senior leadership, demonstrating the impact of education initiatives on customer success and retention

Preferred Qualifications

• Experience with customer education platforms, knowledge base software, and LMS tools is a plus
• Proficiency with ZenDesk, CS Case Management Tools
• SaaS Experience: Preference for candidates with BtoB SaaS experience
• Building Customer Journeys: Demonstrated experience in designing and implementing comprehensive customer journeys that enhance the overall client experience
• Proficiency in customer success software platforms such as Gainsight, ChurnZero, or similar tools a plus

Benefits

• Medical, dental, vision, life & disability insurance
• 401(k) plan with company match
• Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays
• Mental health resources
• Paid parental leave & Backup Care
• Tuition reimbursement
• Employee Resource Groups (ERGs)