Customer Education Learning Architect

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☕ Washington – Remote

☕ Washington – Remote

💵 $80k - $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏛️ Architect

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ChurnZero

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2015

💼 Consulting

📣 Marketing

☁️ SaaS

💰 $25M Series B on 2021-03

Consulting • Marketing • SaaS

ChurnZero is a customer success software platform that helps businesses enhance customer engagement and retention through AI-driven insights. It offers tools for onboarding, product adoption, and customer insights, allowing companies to reduce churn rates and boost revenue growth. With features like customer health scoring, journey mapping, and automated engagement processes, ChurnZero empowers organizations to understand their customers better and streamline their success strategies.

📋 Description

• 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ChurnZero and the Academy as the product changes • Update modules affected by product changes and audit content for outdated screenshots, deprecated workflows, and stale examples • Sync with Product on the release roadmap to anticipate curriculum update needs • Incorporate feedback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

🎯 Requirements

• 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