Head of Customer Education Content

Rival; Greater London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading technology firm is seeking a Head of Customer Education Content to lead the development and strategy of key educational materials. This role involves managing a team, defining the content strategy aligned with business goals, and ensuring high quality across educational assets. With a focus on maximizing customer adoption and retention, the ideal candidate will have extensive experience in content strategy and instructional design, along with strong analytical skills to drive content effectiveness.

Benefits

Flexible hours

Wellness perks

Performance-based bonuses

28 paid leave days

Inclusive work culture

Qualifications

• 7+ years in Content Strategy, Customer Education, or Technical Documentation within SaaS/B2B.
• 3+ years managing and mentoring content creators or technical writers.
• Strong understanding of adult learning principles.

Responsibilities

• Define content strategy aligned with business objectives.
• Manage lifecycle of content assets and production processes.
• Establish KPIs and iterate based on data.

Skills

Content Strategy

Team Management

Instructional Design

Data Analytics

Excellent Communication

Education

Bachelor's degree preferred

Tools

Learning Management Systems

Job description

We believe it takes great people to create a great product. That’s why our team lives our company values, and we hire based on them, too. Since 2010, Pipedrive has been on a mission to support sales and marketing teams with easy-to-use, powerful tools that make everyday work faster and easier. Today, our cloud-based software is trusted by over 100,000 companies and used in 179 countries. We have grown from a five-person team to a truly international company of over 850+ people, representing more than 50 nationalities, with ten offices distributed across Europe and the US. In 2020, Pipedrive received a majority investment from Vista Equity Partners, a global investment firm that invests exclusively in enterprise software, data and technology-enabled businesses, making Pipedrive the fifth unicorn from Estonia.

We’re looking for the Head of Customer Education Content that is responsible for all the key customer-facing educational content. Education Content is crucial for generating leads and signups, conversion of trialists, maximizing customer adoption, driving product stickiness, and improving retention by ensuring Pipedrive users have the necessary knowledge and skills to succeed. You will define the content roadmap, manage the production process, and measure the impact of all educational assets.

You will report into VP of Customer Marketing to drive content strategy and lead a team of 6-7 individuals in executing the content to drive revenue growth, deepen product adoption, and strengthen long-term customer loyalty.

Your new adventure:

• Define the overarching content strategy for Customer Education, aligning it with Pipedrive's product roadmap, business objectives (e.g., lead generation, conversion, adoption, retention), and customer success metrics
• Own the full lifecycle of all content assets, including Pipedrive Academy, Certifications, and structured learning paths
• Scheduling, content creation, promotion, and delivery of live/on-demand webinars
• Produce short, engaging instructional videos for product features and workflows
• Maintain knowledge base/help center by high-quality, easy-to-find articles and documentation
• Establish KPIs and metrics for all content (e.g., consumption rates, time-to-value, impact on support ticket deflection, certification completion) and use data to iterate and optimize the content roadmap
• Partner closely with Product Marketing, Product Management, Support, and Global Sales Enablement to ensure content accuracy, consistency, and timely launch alongside product updates
• Directly manage a team of 5-7 Customer Education Managers and Specialists
• Foster a culture of excellence, continuous improvement, and customer-centricity, provide coaching, set performance goals, and facilitate professional growth for team members
• Efficiently manage team bandwidth, resources, and budget to meet ambitious content production goals
• Establish and refine scalable processes for content development, review, localization, and maintenance to ensure high quality and consistency across all channels

Does this sound like you?

• 7+ years of experience in a Content Strategy, Customer Education, or Technical Documentation role, preferably within a SaaS or B2B technology environment
• 3+ years of demonstrated success in managing and mentoring a team of content creators, instructional designers, or technical writers
• Deep understanding of adult learning principles and instructional design methodologies (ADDIE, SAM, etc.)
• Proven ability to use data and analytics (e.g., Google Analytics, LMS reporting) to drive content strategy and demonstrate ROI
• Excellent communication, writing, and presentation skills with an ability to translate complex technical concepts into clear, engaging, and digestible content
• Experience with Learning Management Systems (LMS) and Knowledge Base platforms
• Familiarity with sales processes and CRM tools is a plus
• Experience managing content localization workflows is a plus

Why Pipedrive?

• People-first culture – Be part of a team that values authenticity, champions collaboration, and supports each other—no egos, just teamwork. Work alongside top talent from around the world in an inclusive space where different perspectives fuel our best ideas. Everyone is welcome
• Unlock potential – Push boundaries, take ownership, and experiment with the latest technologies as we enhance our AI First Vision. We empower bold ideas that drive real change
• We’ve got you – Your well-being matters. Enjoy flexible hours, wellness perks and SWAG. Think performance-based bonuses, 28 paid leave days, well-being days, compassionate leave, and even pawternal leave—because we take care of ourselves and our people
• Grow with us – Whether through mentorship, coaching, or internal mobility, we invest in helping you unlock your potential. Open, honest feedback and clear communication are at our core. We grow together through trust and accountability
• Packed with purpose – Help 100,000+ small and medium-sized businesses grow and succeed while doing meaningful, customer-driven work

Based on this role's access to certain data, Pipedrive might conduct a pre-employment background investigation in conjunction with your application for employment with our company. Such data will be handled in accordance with Pipedrive's Privacy Policy for Recruitment.

Pipedrive is an equal opportunity employer. We encourage diversity in the workplace regardless of age, gender, race, religion, disability, sexual orientation, gender identity or veteran status.

We’re hiring a Head of Customer Education Content, to lead the strategy, creation, and impact of the educational content that powers Pipedrive’s customer growth and loyalty.

If this is something for you, send us your resume (in English) or a link to your LinkedIn profile and please add why we should pay extra attention to your application.