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Ashby is hiring a Head of Customer Education to lead and scale three interconnected functions: Recruiting Operations (RecOps) Consulting, Academy (public-facing education programs), and Product Enablement (internal GTM training). This is a director-level role reporting to the VP of Customer Success.
You'll own the operating model that unifies these functions and ensures they work together rather than in silos. The role starts hands-on—directly managing a mix of individual contributors and early-stage managers across Consulting and Academy—while building the leadership infrastructure needed for future scaling.
Key responsibilities include:
**RecOps Consulting**: Oversee 1:1 customer engagements to ensure they drive measurable value. Partner with Professional Services on scoping, pricing, and evolving the consulting model by customer segment. Ensure insights from direct work feed into scalable Academy content.
**Academy**: Partner with the Manager of Academy on content strategy and library evolution. Build new programs including product certification paths, centralize webinar functions, and launch Digital Programs (in-app and email education).
**Product Enablement**: Build this as a distinct function to close the gap between product capabilities and what field teams (CSMs, AEs) can confidently apply. Design durable new-hire onboarding and address continuous product shipping challenges.
**Team & Operations**: Build intake processes, engagement frameworks, and capacity planning systems. Develop people deliberately, identify where additional leadership layers are needed, and represent Customer Education externally at webinars and customer sessions.
You'll thrive in this role if you think from first principles about education (skeptical of generic best practices), lead leaders effectively, design operating models that scale without over-engineering, and communicate with clarity in a writing-heavy culture. The role requires comfort with ambiguity, strong cross-functional relationships, and the ability to engage directly with tools and platforms your team uses.
