Customer Education Manager

The company is looking for a Customer Education Manager to serve as the connective tissue between our customers and the product.  Helping them get the most out of the company through responsive support, proactive enablement and scalable digital education. This role sits at the intersection of customer adoption, product knowledge, and content creation and is central to our vision of building a more self-serve, high-impact customer experience.

You will own three interconnected pillars: customer support, enablement content & knowledge management.  As well as, the systems and digital tools that power how we educate customers at scale. If you're energized by solving customer problems, building things that help people learn and operating as a cross-functional quarterback then this is the role is for you.

What You'll Do

Enablement Content & Knowledge Management

• Develop customer-facing enablement content including help articles, video walkthroughs, and other assets that support self-serve learning

• Build and maintain an enablement roadmap that maps out what customers need to be successful and reduces reliance on live support

• Own and expand the knowledge base, keeping documentation accurate, up to date, and aligned with new product releases

• Coordinate cross-functionally on releases, ensuring customers who have requested features are informed and that feedback loops are closed

• Partner with Marketing on customer communications and campaigns that educate and re-engage the customer base

Customer Support

• Manage the support queue via Pylon, triaging and responding to customer inquiries in a timely and professional manner

• Troubleshoot and reproduce issues, performing initial investigation before escalating to the development team

• Quarterback issue resolution by coordinating with engineering and communicating updates back to customers until issues are fully resolved

• Hop on customer calls to provide product expertise, answer optimization questions, and work through challenges in real time

• Identify re-engagement opportunities including accounts that would benefit from re-onboarding or a workflow reconfiguration and coordinate the handoff to the Customer Delivery Team

• Data analysis including analyzing support tickets uncovering themes to surface cross-functionally and to inform content needed for customer education

Systems, Digital Touch & Implementation Tooling

• Own Userflow as the primary administrator, configuring and optimizing digital touch onboarding flows that guide customers through the product

• Manage Beamer to set up and publish in-app release notifications, targeting the right accounts with the right messages at the right time

• Develop account-level re-engagement strategies using digital tools to proactively reach customers who may be underutilizing the platform

• Act as the systems quarterback for the Implementation’s team's internal tooling, ensuring workflows, documentation, and processes are set up for scale

Who You Are

• Customer-obsessed problem solver — you genuinely enjoy helping people and don't stop until the issue is resolved and the customer feels supported

• Clear, confident communicator — you're comfortable on customer calls and equally strong in written documentation and async communication

• Self-directed and organized — you can manage a busy support queue, an active content roadmap and cross-functional coordination without dropping the ball

• Tech-savvy and systems-minded — you pick up new tools quickly and think in terms of workflows, scalability and process improvement; comfortable with technical language and working with developers to troubleshoot issues

• Curious about product — you develop deep product knowledge and stay on top of new releases so you can speak to them confidently with customers

• Cross-functional collaborator — you work fluidly with Product, Engineering, Implementation, and Marketing and know when and how to loop in the right people

• Builder mentality — you're motivated by the opportunity to create something new, whether that's a content library, a digital onboarding program, or a better support process

Requirements

• A minimum of 3+ years of experience in an education-related role, such Customer Education, Training & Enablement, Learning & Development, or teaching or adjacent Customer facing role including Implementation, Account Manager or Customer Success

• Familiarity with basic technical troubleshooting and language including APIs, login architecture and reviewing network errors

• Strong project management skills

• Experience collaborating with subject matter experts (SMEs) for content ideation and review.

• A strong ability to communicate technical concepts in accessible and concise language.

• An acute eye for detail when it comes to grammar, aesthetics and consistency.

Nice to have

• Familiarity with the Construction Industry

• Previous experience building out a customer education hub

What you will enjoy

• A collaborative, autonomous environment where you can make an impact quickly

• A culture that encourages innovation and professional growth

• Competitive salary, benefit and equity options

• Perks and benefits including unlimited vacation, 4-hour Fridays

The company values diversity and believes that our strength comes from including the perspectives of all kinds of contributors. We encourage people from underrepresented communities to apply, including racial minorities, 2SLGBTQIA+, and those with disabilities. Accommodations are available during all stages of the recruitment process, please advise us of any needs as required.

At the company, we're committed to fair, competitive, and transparent compensation.

The salary range for this role is $70,000 - $100,000 CAD annually. Individual compensation within the range is determined based on skills, experience, and role scope. Total compensation includes base salary, equity awards, and comprehensive benefits.

The company may use technology, including artificial intelligence, to support parts of the recruitment and selection process.  This posting is for an existing vacancy.