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CoLab Software is seeking a Customer Education Lead to design and deliver scalable learning experiences for its Design Engagement System (DES), a category-defining product used by major engineering organizations including Ford, Johnson Controls, Komatsu, and Polaris.
In this foundational role, you will build CoLab's customer education program from the ground up. You'll partner closely with Product, Customer Success, Implementation Specialists, and Marketing to create an education infrastructure that supports customers from first login through advanced use cases.
Key responsibilities include:
**Understand Your Learners**: Map CoLab's distinct customer audiences and identify learning needs. Use product usage data, support ticket trends, and CSM feedback to pinpoint friction points where education has the highest impact.
**Design & Build Scalable Learning Experiences**: Create customer-facing onboarding and enablement materials including videos, guides, templates, and self-paced modules. Design interactive learning paths, translate complex product workflows into actionable resources, and build assessments and certification exams. Develop the CoLab Academy curriculum with certifications, learning paths, and use case guides.
**Stand Up Education Infrastructure**: Evaluate and implement a learning management system (LMS) or content hub supporting self-serve learning and progress tracking. Define repeatable content creation and maintenance processes aligned with product releases. Build feedback loops between learners, CSMs, and Product. Identify peer learning opportunities and lay groundwork for customer community programs.
**Accelerate Time-to-Value**: Partner with teams to identify high-friction onboarding points and address them through education. Measure content impact on customer health, activation, feature adoption, and renewal outcomes.
**Enable Go-to-Market Teams**: Equip CSMs and CSEs with ready-to-use materials. Create internal enablement content on new features. Partner with Product Marketing on feature launches.
You'll need 3+ years in instructional design, customer education, or enablement at B2B SaaS companies, with demonstrated success creating customer-facing content that drives measurable adoption and links education programs to business outcomes.
