Customer Education Manager
GorgiasAbout the role
Meet Gorgias, the leading customer experience platform tailored for ecommerce, empowering over 14,000 brands, including Steve Madden and Glossier, to offer exceptional support across channels like email, chat, voice, and social media.
Our one-of-a-kind product transforms how brands interact with their customers through unified customer conversations, AI automations that resolve up to 60% of support requests, and revenue-generating on-site campaigns.
As a leader in the CX space, Gorgias is committed to transforming customer experiences while fostering a sustainable and equitable workplace as a certified B Corporation.
Join us in our mission to deliver effortless support at every stage of growth.
About the Scaled Customer Experience Team
Our Scaled Customer Experience team drives customer adoption, growth, and retention via scaled, omni-channel lifecycle campaigns, in-product experiments and educational tactics.
Within this, Customer Education is responsible for planning and delivering 1:many content and experiences, including managing the Gorgias Academy, Instructor-Led Webinars, How-To Videos, Community and Help Center.
About the Role
We are seeking a passionate and experienced Customer Education Manager to evolve our Customer Education efforts.
You will work cross-functionally to build upon our extensive self-paced coursework in the Gorgias Academy, as well as develop and deliver high-impact live training programs. You will play the critical role of ensuring customers integrate our products into their operating rhythm and derive high value from them.
The ideal candidate will possess a strong background in customer education or instructional design, and SaaS, coupled with exceptional communication and project management skills. If you’re looking to have a big impact at a fast-growing company in your next role, we want to hear from you!
What You’ll Do
Serve as editor-in-chief and build best in-class, engaging and interactive content including written and walkthrough guides, webinars, product trainings, certifications, and more.
Host recurring live training sessions on various Gorgias features to support our customers and drive activation and feature adoption.
Establish and be held accountable for metrics to measure the effectiveness and impact of educational programs (e.g. product usage, engagement rate, program CSAT), and continuously iterate to improve results.
Identify and prioritize customer education opportunities through proactive engagement with customers, and cross-functional feedback to continuously improve the effectiveness of our training offerings.
Ensure alignment of educational initiatives with overall business goals by collaborating cross-functionally with Product, Marketing, and Customer Success teams.
Our current tools stack include:
Who You Are
You have at least 4 years of direct B2B, SaaS experience — preferably in user education, instructional design, customer success, or product marketing. You can come in and hit the ground running with fluency or proficiency in all the types of content listed above and the operations necessary to produce them.
Exceptional written and verbal communication skills in English, with the ability to engage and motivate diverse audiences (both external and internal). Highly skilled at distilling complex concepts and articulating them clearly and concisely to them.
Expert project manager and collaborator, that demonstrates strong follow-through and ability to self-manage multiple tasks and projects at once whilst meeting deadlines.
Strong analytical mindset, with the ability to
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