Director, Customer Education

Clio - Cloud-Based Legal Technology; Calgary; Hybrid; CAD 100,000 - 140,000; Full time

Job summary

A leading company in legal technology is seeking a Director of Customer Education to enhance customer adoption and product proficiency. This role involves overseeing Clio Academy and managing a team to deliver impactful educational experiences. Ideal candidates will have extensive experience in customer education and instructional design, with a strong focus on collaboration and innovation.

Benefits

Competitive salary

Health benefits

Dental and vision

RRSP matching

Counseling services

Recognition programs

Qualifications

• 8+ years in customer education, instructional design, or L&D, with 5+ years in leadership.
• Proven experience in scaling customer education programs.
• Expertise in instructional design and familiarity with LMS and content tools.

Responsibilities

• Develop and execute a vision for customer education.
• Expand Clio Academy and the Certified Administrator Program.
• Create engaging educational content aligned with adult learning principles.

Skills

Customer education

Instructional design

Program management

Technical writing

Analytical skills

Education

8+ years in customer education or instructional design

Certifications in instructional design

Tools

LMS

Content tools

AI tools

Job description

Join to apply for the Director, Customer Education role at Clio - Cloud-Based Legal Technology

We are seeking a Director of Customer Education to lead our education strategy, accelerate customer adoption, and drive product proficiency. This role oversees Clio Academy, the Clio Certified Administrator Program, and all customer education experiences, including on-demand and instructor-led training.

You will build and lead a team of instructional designers, facilitators, content producers, and technical writers, collaborating with Product Marketing, Product, Customer Success, and Support teams to ensure customer success with Clio.

Responsibilities include:

1. Developing and executing a vision for customer education to improve adoption, satisfaction, and retention.
2. Expanding Clio Academy and the Certified Administrator Program.
3. Creating engaging educational content aligned with adult learning principles.
4. Partnering with cross-functional teams for product launches and updates.
5. Implementing AI tools to enhance content creation and personalization.
6. Leading and managing the education team, developing metrics to evaluate effectiveness, and managing resources and budgets.

Qualifications:

• 8+ years in customer education, instructional design, or L&D, with 5+ years in leadership, preferably in SaaS or B2B tech.
• Proven experience in scaling customer education programs.
• Expertise in instructional design, technical writing, program management, and familiarity with LMS and content tools.
• Experience with AI tools for content development and personalization.
• Analytical skills to link CE efforts to business outcomes.

Preferred:

• Experience in legal tech or working with legal professionals.
• Knowledge of Clio products or law firm workflows.
• Certifications in instructional design or related fields.

Benefits:

• Competitive salary, health benefits, dental, vision, and other perks.
• Hybrid work environment with in-office days in Vancouver, Calgary, Toronto, or Dublin.
• Additional benefits include counseling, RRSP matching, and recognition programs.