CoLab Software - Customer Education Lead
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Requirements
• 3+ years in instructional design, customer education, or enablement at a B2B SaaS company • Experience creating customer-facing content that drives measurable adoption • Demonstrated success linking education programs to business outcomes (adoption, time-to-value, renewals) • Strong project management and collaboration skills across Customer Success, Product, and Marketing • Excellent writing, organization, and presentation skills • Experience with technical B2B products, especially engineering tools (CAD, PLM, DevOps, etc.) • Hands-on experience with LMS platforms (e.g., Skilljar, Docebo, Thought Industries) or course authoring tools (e.g., Articulate Rise, Camtasia, Adobe Creative Suite) • Proven ability to design for scale, blending asynchronous and live learning formats • Background in customer marketing, enablement, or customer community • You’ll Thrive at CoLab If You • Are energized by building systems from scratch and bringing clarity to ambiguity • Are passionate about helping people learn, adopt, and succeed • See education as a strategic lever for customer and business outcomes • Love partnering cross-functionally and connecting dots between Product, Success, and Marketing • Are motivated by measurable impact: you care about activation, usage, and renewal metrics
Responsibilities
• Understand your learners • Map CoLab's distinct customer audiences and identify what each group needs to learn, when, and how • Use product usage data, support ticket trends, and CSM feedback to pinpoint where customers get stuck and where education can have the highest impact • Partner with Customer Success Managers, Solutions Engineers, and the Implementation Specialist to translate real-world customer friction into learning priorities • Design & Build Scalable Learning Experiences • Create customer-facing onboarding and enablement materials (videos, guides, templates, self-paced modules) • Design interactive learning paths for end-users • Translate complex product workflows into clear, actionable resources • Build assessments to check comprehension and certification exams to validate mastery of knowledge and skills • Develop CoLab Academy curriculum (certifications, learning paths, use case guides) • Stand up the education infrastructure • Evaluate, select, and implement a learning management system (LMS) or content hub that supports self-serve learning, progress tracking, and completion reporting • Define repeatable content creation, review, and maintenance processes — including version control and a release-aligned update cadence so materials stay current as the product ships new features • Build feedback loops between learners, CSMs, and Product so content improves continuously • Identify opportunities to complement formal education with peer learning: how other companies use CoLab for design review, what configurations work for different industries, workflows for various teams • Lay the groundwork for customer community and knowledge-sharing programs as the education function matures • Partner with the Implementation Specialist to define what gets delivered 1:1 in live implementations vs. what gets built as self-serve education and evolve that over time as the content library matures • Accelerate Time-to-Value • Partner with CSMs, Product, and the Implementation Specialist to identify high-friction onboarding points and address them through education • Measure the impact of content on customer health, user activation, feature adoption, and renewal outcomes and Iterate based on data • Enable Customer Success & Go-to-Market Teams • Equip CSMs and CSEs with ready-to-use materials to drive consistent messaging and reduce 1:1 training time • Create internal enablement content on new features and use cases (if we're teaching customers, we should enable our teams too) • Partner with Product Marketing on key feature launches, ensuring education content is ready at release
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