Director, Customer Education

T-Net British Columbia; Vancouver; Hybrid; CAD 145,000 - 219,000; Full time

Job summary

A leading company in the SaaS industry is seeking a Director of Customer Education to drive their education strategy and enhance customer adoption. This role involves leading a team, developing educational content, and collaborating across departments to empower customers with the knowledge to succeed. The ideal candidate will have extensive experience in customer education, instructional design, and leadership within a tech environment.

Benefits

Competitive salary with top-tier health benefits

Hybrid work environment

$2000 annual counseling benefit

RRSP matching and RESP contribution

Clioversary recognition program

Qualifications

• 8+ years in customer education or learning & development.
• 5+ years in a leadership role, preferably in SaaS.
• Expertise in instructional design and adult learning theory.

Responsibilities

• Lead the education strategy and execution for customer education.
• Build and lead a high-performing team of instructional designers and facilitators.
• Oversee development of world-class educational content.

Skills

Instructional design

Technical writing

Cross-functional collaboration

Analytical mindset

Education

Certification in instructional design or adult education

Tools

Customer education platforms (LMS)

Webinar tools

Content management systems

Job description

We are currently seeking a Director of Customer Education to join our Customer Success Team. We offer a hybrid work environment and are looking for someone to join us in Vancouver, Calgary, or Toronto. We're open to hiring remotely across Canada or the U.S. for the right candidate.

Who you are:

We are looking for a Director of Customer Education (CE) to lead our education strategy and execution, accelerating customer adoption and driving product proficiency at scale. This role is responsible for Clio Academy, the Clio Certified Administrator Program, and all customer education experiences—from on-demand training to instructor-led sessions.

You will build and lead a high-performing team of instructional designers, facilitators, content producers, and technical writers. You'll partner cross-functionally with Product Marketing, Product, Customer Success, and Support to ensure customers are empowered with the knowledge and confidence to succeed with Clio.

What you'll work on:

• Own the vision and strategy for customer education at Clio, driving measurable improvements in adoption, satisfaction, and retention.
• Lead the development, evolution, and expansion of Clio Academy, our on-demand, mobile-friendly training platform for customers and prospects.
• Scale and operationalize the Clio Certified Administrator Program, ensuring every law firm can develop an in-house Clio expert.

Learning Content & Experiences

• Oversee development of world-class educational content, including:
  • Clear, concise technical documentation
  • Engaging how-to videos and product walk-throughs
  • Interactive webinars and workshops
  • Structured learning paths aligned to customer journeys and personas
• Apply instructional design best practices grounded in adult learning principles and behavior change science.

Cross-functional Partnerships

• Collaborate with Product Marketing Managers (PMMs) to ensure timely, high-quality education materials for product launches and feature updates.
• Work closely with Product, Support, and Success teams to address ongoing customer needs and education gaps.

AI & Innovation in Education

• Champion the use of AI tools for content creation, course development, and personalization at scale.
• Evaluate and implement AI solutions that enhance learning experiences and operational efficiency across the CE function.

Team Leadership & Operations

• Build, coach, and lead a multidisciplinary CE team across content, design, facilitation, and program management.
• Develop metrics and dashboards to monitor CE effectiveness (e.g., course completion rates, NPS, adoption impact).
• Manage budgets, tools, and vendor relationships to support delivery of CE programs.

What you may have:

• 8+ years in customer education, instructional design, or learning & development, with 5+ years in a leadership role (preferably in SaaS or B2B tech).
• Proven experience leading customer education programs that scale with product and business growth.
• Expertise in:
  • Instructional design and adult learning theory
  • Technical writing and video content production
  • Program management and cross-functional collaboration
• Strong familiarity with customer education platforms (LMS), webinar tools, and content management systems.
• Track record of using AI tools (e.g., GenAI, LLMs) to accelerate content development or personalize learning.
• Analytical mindset with ability to tie CE efforts to business outcomes (adoption, retention, customer health).

Bonus points if you have:

• Experience in legal technology, legal operations, or working with legal professionals.
• Familiarity with Clio products or law firm workflows.
• Certification in instructional design, adult education, or learning technologies

What you will find here:

Compensation is one of the main components of Clio's Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and high-performing culture.

Some highlights of our Total Rewards program include:

• Competitive, equitable salary with top-tier health benefits, dental, and vision insurance
• Hybrid work environment, with expectation for local Clions (Vancouver, Calgary, Toronto, and Dublin) to be in office minimum 2 days per week on our Anchor Days.
• $2000 annual counseling benefit
• RRSP matching and RESP contribution
• Clioversary recognition program with special acknowledgement at 3, 5, 7, and 10 years

The full salary range* for this role is $145,600 to $182,000 to $218,400 CAD. Please note salary bands may differ based on location and local currency. Additionally, benefit offerings may differ depending on the employee's location.

In addition, this role is eligible for variable pay that is based on company performance, with actual payout amounts calculated and paid on a quarterly basis.

*We aim to hire all candidates between the minimum and the midpoint of the full salary range. We reserve the midpoint to the maximum of the salary band for internal employees who demonstrate sustained high performance and impact at Clio. The final offer amount for this role will be dependent on individual experience and skillset of the candidate. Please note there are a separate set of salary bands for other regions based on local currency.

Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility

Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.

Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.

Learn more about our culture at clio.com/careers

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