Manager – Customer Education

The Manager of Customer Education plays a key role in ensuring our customers unlock the most value, aligning Billtrust products and services to their business needs and objectives. The Manager will be responsible for authoring and executing a comprehensive customer education strategy, managing and coaching a team of instructional designers and content specialists, and overseeing the development of high-quality educational content for our customers.

What You'll Do:

• Manage our Customer Education roadmap and initiatives, ensuring that our educational offerings continue to exceed the needs of our customers as we evolve and grow our product.
• Lead and manage a team of instructional designers and technical product trainers to create engaging, informative, and high-quality educational content for our customers.
• Ensure delivery of high-quality training programs through various formats (virtual, in-person, on-demand) tailored to different customer segments.
• Partner with Product, Sales, Customer Success, Support, and Professional Services teams to align education efforts with product updates, customer feedback, and business priorities.
• Evaluate and continuously improve current KPIs and initiatives that directly improve customer adoption and time to value.
• Assist in the planning and execution of customer experience programs and initiatives.

What You'll Bring to the Team:

• Experience in a SaaS customer organization, working with SMEs, content developers, and internal stakeholders on customer education initiatives
• 7+ years of relevant experience in instructional design or customer education
• Excellent written and verbal communication skills, with the ability to convey complex ideas in a clear and concise manner.
• Deep project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Experience with customer and/or employee facing learning management systems (LMS)
• Demonstrated track record of successfully partnering across multiple teams (Marketing, Product, Engineering, Support and Customer Success).
• Experience conducting needs analysis to identify gaps in the education content portfolio, alongside proposals to optimize those needs.
• Strong analytical skills and the ability to use data to inform decisions.
• Proven results presenting results to senior leaders and cross functional partners to educate and influence decision making.
• Bachelor's degree in Education, Instructional Design, or a related field.
• Strong understanding of adult learning methodologies and principles of learning science.

The expected base salary range for this position is $100,000 - $120,000 annually.
Compensation may vary depending on several factors, including a candidate’s qualifications, skills, experience, competencies, and geographic location. Some roles may qualify for extra incentives like equity, commissions, or other variable performance-related bonuses. Further details will be provided by our Talent Acquisition team during the interview process.