Director of Customer Education & Enablement

Summary

Join Karbon as the Director of Customer Education & Enablement to lead and scale customer learning programs. Define and execute a strategy empowering accounting professionals to seamlessly adopt Karbon. Leverage your accounting industry experience and learning design expertise to create impactful education programs. Oversee a high-impact team, collaborating with various departments to deliver targeted learning experiences. This role blends strategic vision, operational leadership, and content ownership in a rapidly scaling SaaS environment. You will guide the production of high-quality training content, manage the learning tech stack, and define and track key performance indicators. This is a unique opportunity to make a significant contribution to a growing company.

Requirements

• 7+ years in customer education, enablement, or learning design roles, ideally in a SaaS or tech-forward company
• Proven experience building and scaling education programs for accounting or bookkeeping professionals; you’ve worked in or alongside firms and translated that knowledge into engaging, high-impact learning at scale
• A track record of using AI tools (e.g., generative content, voiceover automation, personalized learning paths) to accelerate content creation and scale delivery
• People leadership experience, including coaching and developing team members across global or remote teams
• Strong instructional design skills and an ability to translate workflows into engaging, actionable content
• Experience with learning systems (LMS, webinar tools, authoring platforms) and data-backed decision-making
• Excellent collaboration and communication skills; you can work cross-functionally and influence without hierarchy

Responsibilities

• Lead the Strategy
• Define the customer education vision, roadmap, and outcomes across onboarding, feature adoption, maturity, and community learning
• Build frameworks and learning journeys tailored to firm personas, roles (admin, partner, staff), and lifecycle stages
• Align customer education with company goals (retention, adoption, time to value, and CSAT)
• Manage & Coach the Team
• Provide coaching, prioritization, and performance management while also fostering growth and continuous innovation
• Build a culture of excellence in instructional design, cross-functional collaboration, and customer-first thinking
• Own Content Strategy & Execution
• Guide the production of high-quality training content: on-demand courses, live sessions, and certifications; leveraging AI tools to streamline production, generate personalized experiences, while ensuring content remains current
• Personally contribute to content creation, especially for strategic initiatives, new product releases, or high-impact training
• Maintain a modern, structured, scalable approach to content management
• Oversee Delivery & Measurement
• Own the learning tech stack (LMS, certification systems, content libraries) and process for delivering live and asynchronous training
• Define and track KPIs tied to product usage, activation, customer maturity, and enablement impact
• Continuously improve program performance through feedback loops, testing, and iteration

Preferred Qualifications

• Familiarity with accounting practice management tools
• Experience with customer certification programs or partner enablement models
• Understanding of global learning and delivery models, especially asynchronous and scaled learning for SMBs

Benefits

• Paid Flexible Time Off with an encouraged 4 weeks use per year
• Company paid medical for you and eligible spouse/partner and dependents
• Company paid dental and vision and eligible spouse/partner and dependents
• Fully company funded short and long term disability
• Fully company paid life insurance
• 401(k) with company matching
• Flexible Spending Account
• Up to 8 weeks paid parental leave
• Work-from-home stipend