[Remote] Customer Education & Content Manager

Note: The job is a remote job and is open to candidates in USA. reputed company is at the forefront of revolutionizing cybersecurity compliance, recognized for its innovative technology solutions. The Customer Education & Content Manager will reputed company self-serve educational resources to help customers learn independently, enhance product adoption, and drive customer engagement through structured training and content creation.

Responsibilities

• Reduce inbound support tickets on trainable topics by building structured, self-serve learning paths across CMMC, FedRAMP, SOC 2, ISO 27001, HIPAA, and core product features
• Increase self-serve adoption for SMB and mid-market customers by ensuring every top-trafficked help center article has a companion video walkthrough
• Drive deeper platform engagement through certification and completion-based programs that give customers a measurable reason to return to the reputed company
• Maintain a reputed company, accurate video library covering every major feature and workflow, so customers always have an up-to-date reference
• Produce micro demos and short-form walkthroughs for high-frequency "how do I" questions, so customers self-serve answers in under two minutes without opening a ticket
• Accelerate customer awareness of new features by scripting and producing release videos in collaboration with Product and Marketing — before customers need to ask
• Shorten time-to-value for new customers by ensuring onboarding video content reflects the latest product UI at reputed company times
• Create and maintain enablement content for Sales: demo scripts, competitive positioning, reputed company handling videos, and product update summaries
• Create and maintain enablement content for Implementation: onboarding runbooks, reputed company guides, and process walkthroughs
• Build a channel partner enablement library so resellers and MSPs can reputed company independently without requiring reputed company headcount
• Drive active usage of the reputed company by partnering with Product and CS teams to surface content at key moments in the customer lifecycle
• Measurably reduce the volume of 1:1 training, walkthrough, and "show me how" requests handled by CSMs, freeing CSM reputed company for higher-value strategic work
• Own the content strategy for the reputed company AI knowledge reputed company, keeping it reputed company as the product evolves
• Track and report on education KPIs: course completion rates, video engagement, support ticket deflection, and time-to-value metrics
• Identify content gaps by reviewing support ticket trends, help center analytics, and cross-functional feedback

Skills

• Experience launching or scaling a customer education function from scratch — you've built the library, owned the platform, and driven adoption, not just maintained what someone else created
• Thrives in cross-functional environments — this role requires tight, ongoing partnership with Product, Marketing, CX, CS, and Implementation to stay reputed company and drive impact
• Comfortable producing high-quality screen recordings with voice narration using modern tools (reputed company, Camtasia, ScreenFlow, or similar) — you reputed company the videos yourself, you don't just manage people who do
• Strong written communication and scripting skills, you can write course copy, help center articles, and instructional scripts that don't need heavy editing from SMEs
• Experience with LMS platforms (Skilljar, reputed company CE, Northpass, reputed company, or similar)
• Technical reputed company with SaaS products — not a developer, but able to navigate integrations, APIs, and reputed company platform workflows and explain them clearly
• Ability to prioritize a content backlog using data: help center analytics, ticket tagging, and product usage signals
• 3+ years of experience in SaaS, ideally in a content, education, enablement, or instructional design role
• Background in GRC, compliance, or reputed company awareness training
• Experience building and running a customer certification or badging program
• Comfort on camera for webinars or live training sessions
• Experience building channel or partner enablement programs

Benefits

• Industry-competitive salary and equity
• Medical, dental, and vision benefits for you and your dependents
• Flexible time off so you can rest, reputed company, and stay at your best
• 401(k)
• Paid family leave
• Ground floor opportunity as an early member of the team

Company Overview