Remote Customer Education Specialist

About Our Client

Founded in 2018, the hiring company emerged in the wake of several high-profile data breaches. Online security has become increasingly important, and it was recognized how challenging it can be for fast-growing companies to invest the time and resources required to establish a solid security foundation. The company was inspired by a vision to restore trust in internet businesses by enabling organizations to improve and prove their security. From early days automating security monitoring for compliance standards like SOC 2, HIPAA, and ISO 27001 to creating a leading Trust Management Platform, the vision remains unchanged.

Our client of the hiring company is to secure the internet and protect consumer data. Security should be monitored and verified continuously, and the company empowers organizations to practice better security and prove it with ease. The team is composed of kind and talented individuals; while some have prior security experience, many have thrived in this environment without it.

About The Role

As a Customer Education Specialist, you will play a pivotal role in designing and delivering top-tier educational programs that enhance customer success and foster exceptional retention rates. Leveraging a deep understanding of educational methodologies and technological tools, you will expand and refine existing learning resources, conduct engaging training sessions, and rigorously assess the impact of these initiatives on customer outcomes. Collaboration with subject matter experts and key stakeholders will be essential to ensure customers receive tailored content aligned with their needs and growth stages, delivered in the most effective formats—self-paced modules, interactive webinars, or other innovative approaches.

What you’ll do

- Collaborate with subject matter experts (SMEs), Customer Success Teams, and Engineering and Product development teams to align educational content with the hiring company's product roadmap.

- Produce high-quality instructional materials, including presentations, assessments, and interactive content.

- Manage operations for content maintenance and ensure that instructional materials are accurate, up-to-date, and user-friendly.

- Identify gaps in technical content and knowledge base and work to fill these gaps by creating new materials or updating existing ones.

- Provide customers with high-quality technical live training sessions.

- Engage with the customer community by answering their technical questions and supporting them via the Community platform.

- Contribute to developing new educational strategies and approaches to help customers navigate complex topics.

- Stay updated with industry trends and incorporate best practices into educational materials.

How to be successful in this role:

- 3+ years of experience in instructional design, curriculum development, and technical training delivery, preferably within a SaaS or B2B environment.

- Demonstrated success in technical writing and articulating complex technical instructions to a wide range of audiences.

- Expertise in adult learning principles, instructional technology, and project management.

- Strong communication skills, both written and verbal.

- Excellent at troubleshooting technical issues.

- Skilled in delivering live training sessions that translate technical concepts into easily understandable content for a diverse audience.

- Be an enthusiastic collaborator ready to partner with teams to deliver high-quality educational content for the customer base.

- Proficiency in e-learning tools (i.e., Camtasia, LMS Systems, Zendesk).

- Familiarity with technical support team objectives and operations, as the role is part of the Go to Market/Support team.

What you can expect:

- Industry-competitive compensation.

- 100% covered medical, dental, and vision benefits with dependents coverage.

- 16 weeks fully-paid parental leave for all new parents.

- Health & wellness and remote workplace stipends.

- 401(k) matching.

- Flexible work hours and location.

- Open PTO policy.

- 9 paid holidays in the US.

- Offices in SF, NYC, Dublin, and Sydney.

Salary Range

The salary or OTE range for this position is $98,000 - $115,000. This role may also be eligible for commissions/bonus, equity, medical benefits, 401(k) plan, and other perk programs.