Customer Success Manager • Lead

Who you are

You have a proven track record in customer education or a related field, ideally within a B2B SaaS environment. Your strategic thinking skills enable you to design effective educational programs that drive product adoption and customer success. You possess strong leadership abilities, having mentored teams and guided them towards achieving measurable outcomes. You understand the importance of aligning education initiatives with business goals and customer value realization, ensuring that every customer can achieve their desired outcomes with the product.

You are adept at identifying critical customer learning gaps and prioritizing education initiatives that enhance adoption and feature usage metrics. Your collaborative nature allows you to work effectively with product and customer-facing teams, translating product strategy into actionable customer education strategies. You are passionate about transforming education from a support function into a strategic growth lever, making it a competitive advantage for the organization.

What you'll do

As the Customer Education Manager, you will own the end-to-end customer learning experience across various touchpoints, including academies, knowledge bases, webinars, onboarding, and certification. You will lead a small team of Instructional Designers and Customer Education Specialists, providing them with clear goals, feedback, and development pathways. Your role will involve building a scalable, outcomes-driven education strategy that aligns with business objectives and enhances customer value realization.

You will collaborate closely with Product, Customer Success, and Support teams to ensure that educational programs effectively address customer needs and drive product adoption. Measuring and owning the impact of education on customer success will be a key responsibility, as you strive to reduce support burdens and accelerate time-to-value for customers. You will also be the voice of customer learning in product decisions and go-to-market planning, ensuring that education initiatives are integrated into the overall business strategy.

What we offer

At Almabase, we are committed to creating a culture that values education and customer success. You will have the opportunity to shape the future of our customer education function and make a significant impact on our customers' experiences. We offer a collaborative work environment where your ideas and contributions are valued, and you will have the chance to work with a talented team dedicated to driving customer success through effective education strategies.