Senior Manager, Customer Education

usemultiplier.com; Pune District; On-site; INR 1,800,000 - 2,600,000; Full time

Job summary

Multiplier is seeking a Senior Manager, Customer Education to own and scale our customer and internal enablement programs within Support Operations. You will partner with SMEs, Support Team Leads, Product, Engineering, and Customer Success to ensure knowledge is accurate, accessible, and continuously evolving as the product scales.

You will define and execute the customer education strategy across onboarding, adoption, and ongoing learning, building scalable programs including self-serve

Qualifications

• 8–10 years of experience in Customer Education, Enablement or related roles within a SaaS environment.
• Proven experience partnering with SMEs and team leads across multiple functions.
• Strong background in designing scalable learning programs for customers and internal teams.
• Experience managing content systems such as knowledge bases, LMS platforms, or help centers.
• Excellent communication and stakeholder management skills.
• Data-driven mindset with experience tying education initiatives to measurable outcomes.
• Ability to operate in fast-paced, evolving product environments.

Responsibilities

• Define and execute the customer education strategy across onboarding, adoption, and ongoing learning.
• Build scalable education programs including self-serve content, live sessions, certifications, and enablement paths.
• Align education initiatives with business goals such as adoption, CSAT, and support deflection.
• Partner with SMEs, Support Team Leads, Product Managers, Engineering, CSMs, and Operations to identify knowledge gaps and training needs.
• Act as the central owner coordinating content creation across functions while ensuring consistency and quality.
• Translate complex product and domain knowledge into clear, learner-friendly materials.
• Own product release readiness from an education and enablement perspective.
• Ensure support teams and customer-facing roles are fully enabled before launches, enhancements, and policy changes.
• Drive continuous learning programs for frontline and advanced support roles.
• Oversee the creation and maintenance of customer-facing knowledge bases, help centers, and learning resources.

Skills

Customer Education

Enablement

SaaS

Instructional Design

Content Strategy

LMS

Tools

Knowledge Bases

LMS platforms

Help Centers

Job description

About us

The global hiring revolution is shaping a future where talent can thrive everywhere, driving innovation and progress at scale. Multiplier is at the forefront of this change.

We’re building a world without limits, where ambitious businesses of any size can look beyond borders to build their global dream teams.

We empower companies with the tools and support to hire, onboard, manage, and pay talent in 150+ countries, quickly and compliantly, no legal entities required.

By simplifying global hiring, we're creating a level playing field where businesses and individuals (like you) can compete, grow, and succeed, regardless of geography.

We believe talent knows no borders, and we have built the platform that proves it. Our world-class EOR, COR, and Global Payroll products are helping businesses across industries, from early-stage startups to large enterprises, seize the global hiring opportunity.

We are backed by renowned investors (Sequoia, DST, and Tiger Global), are led by industry-leading experts, scaling fast, and seeking brilliant like-minded leaders to join our global team.

Job Overview

We are looking for a Senior Manager, Customer Education to own and scale our customer and internal enablement programs. This role sits within Support Operations and is responsible for building structured education, training, and certification programs that empower customers and internal teams to succeed with our products.

You will partner closely with Subject Matter Experts (SMEs), Support Team Leads, Product, Engineering, and Customer Success to ensure knowledge is accurate, accessible, and continuously evolving as the product scales.

What You’ll Do:

Customer & Internal Education Strategy

• Define and execute the customer education strategy across onboarding, adoption, and ongoing learning.




• Build scalable education programs including self-serve content, live sessions, certifications, and enablement paths.




• Align education initiatives with business goals such as adoption, CSAT, and support deflection.

Cross-Functional Partnership

• Partner with SMEs, Support Team Leads, Product Managers, Engineering, CSMs, and Operations to identify knowledge gaps and training needs.




• Act as the central owner coordinating content creation across functions while ensuring consistency and quality.




• Translate complex product and domain knowledge into clear, learner-friendly materials.

Enablement & Readiness

• Own product release readiness from an education and enablement perspective.




• Ensure support teams and customer-facing roles are fully enabled before launches, enhancements, and policy changes.




• Drive continuous learning programs for frontline and advanced support roles.

Content & Knowledge Management

• Oversee the creation and maintenance of customer-facing knowledge bases, help centers, and learning resources.




• Establish content standards, review cycles, and governance models.




• Leverage data to identify high-impact content areas and reduce repeat support issues.

Measurement & Continuous Improvement

• Define and track education metrics such as content usage, completion rates, deflection impact, CSAT influence, and time-to-proficiency.




• Use insights to continuously improve learning effectiveness and coverage.

Team Leadership

• Lead and develop a team of instructional designers, trainers, or enablement specialists (where applicable).




• Coach team members and create clear career paths and success metrics.

What You’ll Bring

• 8–10 years of experience in Customer Education, Enablement, Support Operations, or related roles within a SaaS environment.




• Proven experience partnering with SMEs and team leads across multiple functions.




• Strong background in designing scalable learning programs for customers and internal teams.




• Experience managing content systems such as knowledge bases, LMS platforms, or help centers.




• Excellent communication and stakeholder management skills.




• Data-driven mindset with experience tying education initiatives to measurable outcomes.




• Ability to operate in fast-paced, evolving product environments.

Equal Employment Opportunity

Multiplier is an equal opportunity employer. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Please note that this job description is a general overview, and responsibilities may evolve as the company grows and adapts to changing market conditions.