Director of Customer Education

We are seeking a strategic and customer-obsessed leader responsible for building and scaling Customer Education for Weave customers. This leader will create education programs that drive product adoption, customer outcomes, retention, and expansion across a single, multi and enterprise customer segment.

The ideal candidate has deep experience leading customer education initiatives in a SaaS or technology environment serving single to enterprise organizations.Expertise in instructional strategy, learning technologies, customer enablement, and cross-functional leadership. This role will partner closely with Sales, Onboarding, Customer Success, Product, Support, Marketing, and Executive Leadership to deliver impactful learning experiences that accelerate customer value realization.

• This position will be hybrid (remote/in office)

• Reports to: VP of Customer Success & Onboarding
  

What You Will Own

Strategy & Leadership

• Define and execute the company’s customer education vision, strategy, and roadmap.

• Build scalable education programs that support onboarding, product adoption, advanced feature usage, certifications, and customer maturity.

• Establish KPIs and success metrics tied to customer outcomes, retention, expansion, product utilization, and customer satisfaction.

• Lead and develop a high-performing customer education team including instructional designers, trainers, content creators, and program managers.

• Serve as the internal subject matter expert on customer learning strategies and adult learning methodologies.

Enterprise Customer Experience

• Design learning experiences tailored for specific customer segments including enterprise organizations with complex organizational structures, workflows, and stakeholder groups.

• Develop role-based and persona-based learning journeys for administrators, executives, managers, and end users.

• Partner with enterprise Onboarding and Customer Success teams to support strategic accounts and large-scale customer rollouts.

• Build executive education and enablement programs that help enterprise customers achieve measurable business outcomes.

• Support change management and adoption strategies for enterprise implementations.

Program Development & Delivery

• Oversee the creation of scalable learning assets including:

  • eLearning courses

  • Instructor-led training

  • Virtual workshops

  • Certifications

  • Knowledge base content

  • Webinars and customer academies

  • In-app guidance and microlearning

• Manage and optimize Learning Management Systems (LMS) and customer learning platforms.

• Drive innovation in digital learning experiences using modern learning technologies and AI-enabled learning solutions where appropriate.

• Ensure all content aligns with brand standards, accessibility requirements, and adult learning best practices.

Cross-Functional Collaboration

• Partner with Product teams to stay aligned on roadmap changes and feature releases.

• Collaborate with Marketing on customer engagement campaigns and thought leadership initiatives.

• Work closely with Onboarding, Support and Customer Success teams to identify customer pain points and learning gaps.

• Align with Sales and Revenue teams to support customer onboarding and expansion opportunities.

• Create feedback loops between customers and internal teams to improve both educational experiences and product usability.

Measurement & Optimization

• Analyze learning engagement, completion rates, adoption trends, and customer outcome metrics.

• Use data to continuously improve learning experiences and program effectiveness.

• Build executive-level reporting and dashboards to communicate education impact.

• Monitor industry trends and competitive benchmarks in customer education and enterprise enablement.

What You Will Need to Accomplish the Job

• 8+ years of experience in customer education, customer enablement, learning & development, or customer success within a SaaS or technology company.

• 4+ years leading teams and building scalable education programs.

• Proven experience working with enterprise customers and supporting complex implementations.

• Experience creating customer learning strategies tied to business outcomes and revenue impact.

• Strong understanding of adult learning principles, instructional design, and customer adoption strategies.

• Expe