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Qualia is the leading B2B real estate technology platform that simplifies the home buying and selling experience. The company brings together homebuyers, sellers, lenders, title and escrow agents, and real estate agents onto a single shared digital closing platform, serving millions of consumers annually through business customers across the country.
As Senior Manager of Customer Education, you will lead the strategy, development, and delivery of programs and resources that help Qualia customers build proficiency, adopt products, and achieve long-term value. You will oversee the entire customer education ecosystem, including Qualia University, the Knowledge Base, customer-facing educational content, webinars, workshops, and instructor-led training. A key focus will be leading the growth of Qualia's paid customer training service, developing programs, operating models, and delivery standards to scale training as a consistent professional service.
You will create a connected customer education strategy across self-service, digital, and live learning channels, ensuring customers can easily find accurate, relevant, and role-specific education. You will lead a multidisciplinary team responsible for customer content, knowledge management, digital learning, and customer training, partnering closely with Product, Product Marketing, Customer Success, Support, Professional Services, Sales, Operations, and other stakeholders.
Key responsibilities include: leading and developing a multidisciplinary team; owning the vision, strategy, roadmap, and operating model for customer education with focus on how AI transforms education delivery and content; owning the growth and P&L of the paid training program including pricing, packaging, margin, capacity planning, and sales enablement; creating a cohesive education ecosystem connecting all learning channels; overseeing development and maintenance of courses, certifications, knowledge articles, videos, and job aids; establishing standards and operating processes for quality assurance and content governance; defining and measuring program success; communicating strategy and performance to senior leadership; ensuring content remains accurate, accessible, and aligned with products and customer needs; building cross-functional partnerships; and managing platforms, tools, vendors, and budgets.
Required background: 8+ years in customer education, training, content strategy, knowledge management, instructional design, professional services, customer success, or related function in B2B SaaS; 4+ years leading multidisciplinary or cross-functional teams; experience building and commercializing paid customer training or professional services programs with ownership of pricing, packaging, capacity planning, and P&L (launch from inception strongly preferred); experience owning program budgets, P&L, utilization targets, and unit economics; demonstrated experience scaling customer education across digital, self-service, one-to-many, and instructor-led formats; strong understanding of customer education strategy, instructional program development, adult learning principles, content operations, and knowledge management.
