Customer Education Learning Architect

🕒 Agosto 26

☕ Washington – Remoto

☕ Washington – Remote

💵 $80.000 - $100.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🏛️ Arquiteto

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ChurnZero

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2015

💼 Consultoria

📣 Marketing

☁️ SaaS

💰 $25.000.000 Series B em 2021-03

Consulting • Marketing • SaaS

ChurnZero é uma plataforma de software de sucesso do cliente que ajuda as empresas a melhorar o engajamento e a retenção de clientes por meio de insights orientados por IA. Oferece ferramentas para onboarding, adoção de produtos e insights de clientes, permitindo que as empresas reduzam as taxas de churn e aumentem o crescimento da receita. Com recursos como pontuação de saúde do cliente, mapeamento de jornadas e processos de engajamento automatizados, a ChurnZero capacita as organizações a entender melhor seus clientes e otimizar suas estratégias de sucesso.

Descrição

• Build structured curricula and asynchronous e-learning modules that move customers from setup to effective use • Design and iterate on storyboards, course assessments, and structured learning paths by customer role, segment, and maturity level • Build and refresh certification tracks reflecting current product competency • Drive asynchronous, self-serve adoption • Build in-app learning experiences via Walkthroughs and Success Centers inside ChurnZero • Create contextual, in-the-moment education embedded in customers’ workflows • Keep education current across ChurnZero and the Academy as the product changes • Update modules affected by product changes and audit content for outdated screenshots, deprecated workflows, and stale examples • Sync with Product on the release roadmap to anticipate curriculum update needs • Incorporate feedback from the Sr. Manager of Customer Education on live delivery gaps and confusing content • Collaborate with the Sr. Manager to prioritize the content build queue • Reduce duplication across enablement teams and increase cross-functional reuse • Establish and maintain production consistency across Academy curriculum • Define and track outcomes including support ticket deflection, self-serve engagement, knowledge base satisfaction, and product adoption • Establish student feedback loops and analyze learner behavior to improve program effectiveness

🎯 Requisitos

• Bachelor’s degree in instructional design, learning sciences, education, educational technology, or a related field or equivalent hands-on experience • 3–5 years in customer education, instructional design, learning experience design, or enablement, ideally within B2B SaaS • Hands-on experience building e-learning modules, storyboards, assessments, and evaluation methods in a modern authoring tool • Experience building in-app or in-product learning experiences is a strong plus • Strong instructional design fundamentals grounded in learning science and evidence-based, learner-centered practices • Modern perspective on embedded, contextual, and AI-assisted learning • Familiarity with AI-enabled content creation or adaptive learning tools • Ability to apply learner feedback and performance data to continuously improve learning experiences • Comfort working from a product roadmap and translating product changes into accurate, timely education • Strong project management, organization, and prioritization skills; able to manage a build queue and deliver quality work with minimal oversight • Excellent written and verbal communication with an ability to translate complex concepts into clear, simple learning • Experience using the Kirkpatrick model or a similar learning-measurement framework is a plus • Portfolio of e-learning or in-product learning samples • Familiarity with Absorb, Parta.io, Camtasia, Snagit, Audiate, Canva, and PowerPoint is preferred