Customer Education Manager
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Job Description
Customer Education Manager leading strategy and execution for Jellyfish's education programs. Developing courses and partnerships to enhance customer engagement and learning.
Responsibilities:
- Define the 12–18 month Customer Education roadmap aligned to Jellyfish product launches, AI capabilities, and key customer personas
- Design persona- and use-case-based journeys that can be lightly tailored by account/segment
- Own the full lifecycle for priority programs and assets (discovery → outline → build → launch → iterate)
- Partner with Product and PMM on launches and roadmap to decide which features and workflows need formal education support
- Define and track core education KPIs and use data and feedback to decide what to improve, retire, or double down on
- Own the education tool stack (LMS, authoring/video tools, in‑app guidance) and lightweight processes for course creation and updates
Requirements:
- 5–8+ years in Customer Education, Instructional Design, Product Education, or a similar B2B SaaS role, including program ownership, not just content production.
- Demonstrated ability to be both a strategic owner and hands-on builder in a lean, team-of-one environment.
- Strong instructional design and storytelling skills for technical and analytics-heavy topics (engineering workflows, metrics, AI features).
- Experience designing for multiple formats: self-paced courses, webinars, workshops, in‑app guidance, and CSM-led enablement.
- Comfort working cross-functionally with Product, CS, Support, and Marketing, and ability to synthesize stakeholder input into focused, learner-centered programs.
- A data- and outcome-oriented mindset; you care less about content volume and more about what changes for customers and CSMs.
Benefits:
- Offers Equity
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