Remote Senior Manager, Product Education

Summary

Join Customer.io as a motivated leader to develop and champion a multi-year vision for product learning, expanding the technical writing team to become a center of excellence for product education.

Requirements

• 4+ years of experience in customer education, instructional design, and/or technical writing in a SaaS or technology company
• 1+ years in a people management role, with experience coaching and up-leveling your team
• You have experience developing long-term strategies, including resource planning, goal setting, and KPIs
• You have experience setting up measurement strategies that ensure training content is effective and high quality
• You have experience developing content for customer training academies, learning paths, certification programs or other similar experiences
• You’re comfortable conducting direct customer research and turning insights into actions

Responsibilities

• Talk to customers and develop a deep understanding and empathy for how users understand Customer.io, and how to close the most critical customer knowledge gaps
• Develop strategies and resource requests for product education and manage the deployment of those resources to achieve measurable goals
• Keep up on how the best SaaS companies are teaching their customers, and pushing for a high standard in our content
• Partner with the Brand Studio to develop video training content and kickoff the development of a customer training academy
• Manage the Technical Writing team to continuously improve our product documentation
• Collaborate with CX leadership and Growth teams to make product education a strategic, integrated part of the new customer experience

Benefits

• Unlimited PTO - we encourage at least 20 vacation days (in addition to holidays and sick days) so that you can unwind, unplug, and recharge
• 16 weeks paid parental leave (including adoption and foster care)
• 100% paid insurance premiums for you and your dependents
• 401k retirement matching - up to 5% dollar-for-dollar match to retirement contributions
• $1,500 annual healthy lifestyle budget (for gym memberships, classes, fitness equipment)
• $250/monthly Remote Work Stipend to be used for home internet, cell phone, and other miscellaneous remote work costs
• $300/month co-working space rental reimbursement
• $2,000/yearly professional education budget for conferences, courses, workshops, books, etc
• $1,500 home office budget to make sure your working space is ergonomic and just what you need to do your best work!
• One month sabbatical after five years at Customer.io