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Proton.ai is seeking a Customer Education Lead to own the education strategy and execution across all product and feature launches. You'll serve as the critical bridge between Product and Customer Success, ensuring that the company's accelerated shipping velocity (powered by AI) translates into customer adoption and activation.
In this role, you will own the complete education workstream from alpha through general availability (GA). You'll build an awareness engine that keeps pace with rapid product releases, ensuring customers always understand what's new, why it matters, and how to use it. You'll train internal teams (CS, Support, Sales) on new products before customer launch, establishing repeatable internal readiness motions.
You'll manage customer activation for alpha and beta programs: recruiting the right participants, onboarding them, driving real usage, and designing feedback loops with Product that generate actionable signal. For strategic launches and accounts, you'll deliver white-glove education through hands-on working sessions, tailored rollout plans, and direct enablement of customer teams.
You'll build and maintain the scaled education foundation including onboarding content, product academies, webinars, and self-serve resources. You'll segment deliberately—deciding which launches warrant high-touch treatment versus scaled programs—and design both to a high standard. You'll measure education impact through adoption metrics, time-to-value, and support deflection, iterating based on data.
This is a product-profile role requiring someone who thinks like a product manager, starting from what the product does and why it matters, then building education programs backward from adoption outcomes rather than content volume. You'll partner with CSMs to embed education into the customer journey rather than bolting it on.
The role is based in Cambridge, MA (Harvard Square area) with a hybrid schedule of 3 days in-office per week.
