Senior Manager, Product Education

Customer.io is looking for a motivated leader who can develop and champion a multi-year vision for product learning at Customer.io. We believe our customers will get the best experience learning to use our platform when all of our education resources are guided by a unifying vision, and we’re looking for someone with the same values to make that a reality.

The right person for this role will be hands-on, opinionated and possess a unique blend of product education, content production and management experience. You’ll have the agency and creative control to develop and execute a plan that will expand our technical writing team to become a center of excellence for product education, including educational video production and curriculum design.

Some things you'll do:

• 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

About you:

• 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

What we're looking for:

• Candidates should ideally be located in the Americas
• Time zone preference: 3hr working overlap with the Americas (GMT-5 to GMT-8)
• Familiarity with the needs and practices of marketers and/or growth teams is a significant plus
• A growth mindset and a willingness to receive and provide feedback, and learn from mistakes
• Ability to thrive with autonomy and ownership—you bias toward action, and are comfortable navigating ambiguity
• Comfort communicating asynchronously, including across time zones