Customer Education & Community Manager

uConnect is on a mission to help more people realize their potential by improving access to career services for all people - early in their lives and throughout their careers. Initially focused on the traditional higher education market, uConnect's All-In-One Virtual Career Center is used by a wide range of institutions including UCLA, MIT, and Baton Rouge Community College to radically improve utilization of career services, career readiness and student outcomes. 
We're a mission-driven team working in a fun and collaborative culture which puts people first. We have a physical office in Cambridge, MA but operate as a fully remote organization, encouraging mobility, and for all employees to work from their ideal environment. uConnect is backed by leading technology investors including Growth Street Partners, Strada Education and LearnLaunch.

As the Customer Education and Community Manager, you will play a pivotal role in designing, delivering, and evaluating self-serve resources that empower clients to reach their strategic objectives while enhancing engagement with our platform. Your focus will be on creating impactful educational content in various formats, including written guides, pre-recorded videos, and live webinars. This role involves close collaboration with teams across Customer Success, Marketing, and Product to ensure content is both relevant and effective.
The ideal candidate is a strategic thinker with a talent for storytelling and exceptional writing skills. You bring a deep understanding of the B2B SaaS and Higher Education sectors, coupled with a commitment to continuous learning and professional growth.
This role will be a part of the Customer Success team and report directly to the Director of Customer Success.

Job Responsibilities:

• Develop the overall strategy for customer education, with the goal of driving product adoption in alignment with client’s goals or related outcomes through scalable means, including but not limited to: virtual events, written and video product documentation and walk throughs, asynchronous learning, and community forum engagement.
• Own the strategy and execution of the uConnect user community space, increasing user enrollments and activity to create a self-sustaining and moderated community.
• Lead a cohesive 1:many product adoption webinar series with evergreen content based on new trends and customer needs to encourage usage at-scale.
• Iterate the framework and execute the creation of articles in the Knowledge Base, with the inclusion of written and video content to community product technical instructions.
• Curate an email newsletter to customers, with a focus on product releases, tips and tricks, and customer examples. 
• Leverage qualitative and quantitative data to determine learning gaps and use that information to iterate and improve. You will work collaboratively to understand how to measure the performance of our content—what’s resonating, what’s driving traffic, what’s reducing support tickets, etc. to help make recommendations about what content we should create.
• Provide regular reports to internal stakeholders on webinar attendance, usage of educational collateral, and any challenges or opportunities. Gather feedback to inform product improvements or enhance customer success workflows.
• Work cross-functionally with sales, support, onboarding, customer education, product, and marketing teams to ensure a seamless client experience and successful outcomes.
• Cultivate customers to act as uConnect champions at events, case studies, testimonials, and other highly visible activities to understand their goals, and help them maximize their usage of uConnect to elevate their work and scale their impact on student outcomes.
• Serve as a product expert for clients to aid in support tickets, live support office hour events, and aid customers with an empathetic and empowering coaching mindset.

Required Skills & Experience:

• Bachelor’s degree or equivalent experience in business, communications, marketing, or a related field.
• Prior experience (3-5 years ideal) in customer success, customer education, marketing, product, or a related role within a SaaS or technology company.
• Prior experience managing a virtual community space, increasing enrollments and activity in a sustainable way.
• Strong communication skills, with experience in product technical writing preferred.
• Comfortable with public speaking in both live and pre-recorded content, clearly explaining sophisticated issues to a range of audiences. You are able to make compelling content without a lengthy scriptwriting process.
• Comfortable working and thriving in a fast-paced, start-up environment where we move quickly and wear many hats.
• Excellent problem-solving and critical-thinking abilities and day-to-day project management.
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