Customer Education Manager

Role Purpose

This is the first dedicated customer education hire at Almabase. You will own the end-to-end customer education function — not as a manager overseeing others, but as the person who does the thinking and the building. You will diagnose where customers are struggling, decide what education to create, build it (largely with AI), measure whether it worked, and iterate. Your work directly drives product adoption, reduces support burden, and accelerates time-to-value across all Almabase products.

Job Description

Job Title: Customer Education Manager

About the Role

We are looking for someone who has run the full customer education loop before — not just built content, but owned the journey from problem identification through to measurable outcomes. You will report to the Director, Customer-Facing Teams and work hands-on across all Almabase products: Digital Engagement Platform (directories, alumni websites), Events, and Giving.

This is a lean, AI-augmented setup. You will use AI tools extensively for content production. Your value is not in writing every word — it is in the judgment: knowing what to build, for whom, in what format, framed how, and whether it actually moved the needle.

Your core focus will be to:

• Diagnose customer education gaps by partnering with CS, Support, and Product — understanding where customers struggle, what causes low adoption, and what is costing the most time and effort.

• Decide the education strategy for each situation — which mediums to use (KB, course, email, webinar, in-product notification, walkthrough), how to frame content around customer pain rather than product features, and what to prioritise when everything feels urgent.

• Build the education content using AI tools, maintaining a high quality bar across all formats. You are hands-on — you write, you record, you ship.

• Measure outcomes and close the feedback loop — define what signals matter, track them, and use what you learn to improve both the content and the strategy behind it.

• Enable internal teams — create training resources that make CS and Support experts in the product, so they resolve faster and ask better questions.

You will be the connective tissue between Product, Support, CS, and the customer — ensuring education is a strategic lever for adoption and retention, not an afterthought.

Responsibilities

Diagnosis & Strategy

• Identify critical customer learning gaps by partnering with CS, Support, Onboarding, and Product. Translate support ticket patterns, CSM feedback, low adoption signals, and customer complaints into education priorities.

• Make medium selection and timing decisions for every trigger: when a new feature launches, when seasonality shifts customer needs, when adoption is low, when internal teams flag recurring confusion. Decide what to build, through what channel, for whom, when and how.

• Frame every piece of education around the customer’s problem and journey, not the product’s feature list. Understand what language customers use and what mental models they need before they can act.

• Maintain and evolve a judgment framework (strategic layer) that makes education decisions consistent and scalable over time — quality standards, format principles, scope discipline, framing guidelines.

Execution & Content Production

• Own the knowledge base across all three products. Write KB articles that are evergreen, structured for AI bot resolution, and clear enough for non-technical admins to follow unaided.

• Build onboarding courses for complex product journeys — structured as customer journeys, not feature walkthroughs. Decide within each lesson whether video or text is the right format.

• Write customer communications for feature launches — emails, product notifications, in-product walkthroughs — timed for when customers actually need the information.

• Create SOPs and tutorials detailed enough for customers to complete workflows independently.

• Use AI tools (Claude and others) extensively for drafting, iteration, and production. Direct the AI output, review for accuracy and quality, and maintain the bar.

• Audit existing KB articles whenever new features launch — identify contradictions or outdated content and update proactively.

Internal Enablement

• Create training resources that make CS, Support, and Onboarding team members product experts — so they resolve faster, ask the right questions, and handle the specific rather than the obvious.

• Partner with CSMs and Support to validate that education content reflects how customers actually experience the product, not just how it was designed.

Measurement & Feedback Loop

• Define and track education KPIs: support ticket deflection, feature adoption delta, course completion rates, Fin L1 resolution rate, CES post-content, CS team confidence, time-to-value.

• Build the feedback loop into every piece of education — feedback forms on courses, article usefulness signals, bot resolution tracking.

• Use outcome data and customer feedback to continuously iterate. Update the strategic layer when patterns emerge that change how decisions should be made.

• Report on education impact regularly — show how education programs influence adoption, support efficiency, and customer confidence.

Must Haves

• 2+ years in customer education, enablement, or a closely related role in B2B SaaS — not just building content, but owning the loop from problem identification through to measured outcomes.

• End-to-end ownership experience — you have personally diagnosed customer learning gaps, decided what to build, built it, and measured whether it worked. You have not only inherited a strategy — you have made one.

• Multi-format experience — you have built KB articles, courses, emails, and ideally in-product education. More importantly, you have made conscious decisions about which format to use when, and can articulate why.

• Customer-first framing — you write about what a customer is trying to achieve, not what a feature does. Pain-first, not feature-first.

• Comfort with AI tools — you will use AI extensively for content production. You need to know how to direct it well — prompting, reviewing, refining — not doing everything manually.

• Hands-on builder — you write, you record screen walkthroughs, you ship. This is not a strategy-only role.

• Curiosity about product and customer problems — you ask the right questions, dig into why customers struggle, and are not satisfied with surface-level answers.

• Cross-functional collaboration — experience working closely with CS, Support, Product, and Engineering to understand learning gaps and design solutions.

Nice-to-Have

• Experience as the first or early hire on an education team — comfortable building without a playbook.

• Experience writing content structured for AI bot resolution (Fin, Intercom, Zendesk bots).

• Familiarity with LMS or academy platforms.

• Background that touches customer success, onboarding, or support — with a strong education component.

• Experience measuring education impact with real metrics (not just completion rates).

• Comfort with tools like Notion, Intercom, and screen recording tools.
  

12-Month Plan

Months 1–3: Foundation & Quick Wins

• Get hands-on with all three Almabase products; understand the customer base, existing education assets, and current gaps.

• Partner with CS, Support, and Onboarding to identify the highest-impact education gaps — where are customers struggling most, and what is costing the most CSM and support time.

• Audit existing KB content for accuracy, freshness, and Fin readability. Baseline current Fin L1 resolution rate and identify the top deflection-failure categories.

• Deliver 2–3 quick wins: a critical onboarding module, a high-ticket-driver KB fix, or a feature education campaign that demonstrates immediate value.

• Inherit and build on the existing decision log and strategic layer — understand the judgment frameworks already documented and start adding your own decisions.

Months 4–6: Core Coverage & Systems

• Achieve onboarding coverage across all three products — every critical onboarding workflow has a KB article, tutorial, or SOP.

• Establish the release education gate — no customer-facing release ships without paired education. Own the process for flagging releases and deciding what education is needed.

• Build and ship onboarding courses for the highest-impact product journeys.

• Set up measurement infrastructure: dashboards tracking deflection, adoption, completion, and Fin resolution. Report on early results.

Months 7–9: Scale & Optimise

• Expand education coverage: deepen KB for edge cases and advanced workflows, build webinar program for seasonal needs (e.g. giving season), introduce in-product education for UI changes.

• Use measurement data and feedback to iterate on existing content — what’s not working, what’s missing, what needs restructuring.

• Build internal training resources that measurably improve CS and Support team product expertise and resolution quality.

• Run experiments on format, messaging, and delivery channels.

Months 10–12: Ownership & Impact

• Full ownership of customer education strategy and outcomes.

• Fin L1 resolution rate at 90% sustained.

• Deliver annual education impact report showing influence on adoption, support efficiency, and customer confidence.

• Propose team expansion plan if scope justifies it — with clear evidence of what additional capacity would unlock.

• Set education goals for the next year based on learnings and business priorities.

Where This Role Fits

The Customer Education Manager will:

• Own the entire education function — strategy, execution, and measurement — as a single owner, not a manager of a team.

• Work alongside the VP, Customer-Facing Teams for direction and prioritisation.

• Use AI as a force multiplier for content production, keeping the team lean by design.

• Be the voice of customer learning in product decisions, release planning, and go-to-market conversations.

• Build the foundation that a future team can scale from — documented judgment frameworks, proven processes, and measured outcomes.

This is a zero-to-one role. The right person will shape what customer education looks like at Almabase for years to come.