Customer Education Lead

CoLab Software; United States; Remote; USD 90,000 - 150,000; Full time

Job summary

CoLab Software Inc. is seeking a Customer Education Lead to design scalable learning experiences and stand up CoLab Academy. You’ll partner with Product, Customer Success, Implementation, and Marketing to enable customers from first login to advanced usage.

You’ll build onboarding materials, learning paths, assessments, and certifications, and you’ll stand up a learning infrastructure with repeatable content processes. This role emphasizes measurable impact and cross‑functional collaboration.

Qualifications

• 3+ years in instructional design, customer education, or enablement at a B2B SaaS company
• Experience creating customer-facing content that drives measurable adoption
• Proven ability to link education programs to business outcomes (adoption, time-to-value, renewals)
• Strong project management and collaboration across Customer Success, Product, and Marketing
• Excellent writing, organization, and presentation skills

Responsibilities

• Map customer audiences and identify learning needs, timing, and delivery channels
• Design scalable learning experiences including onboarding, guides, videos, and templates
• Build learning paths for end users and translate complex product workflows into resources
• Create assessments and certification exams to validate knowledge
• Define LMS/content hub requirements and manage content lifecycle and updates
• Establish feedback loops between learners, CS, and Product to improve content
• Enable success, product, and marketing teams with ready-to-use enablement content
• Measure impact on activation, adoption, and renewal outcomes and iterate

Skills

Instructional design

Customer education

Enablement

Project management

Cross-functional collaboration

Writing & communication

Tools

Skilljar

Docebo

Thought Industries

Articulate Rise

Camtasia

Adobe Creative Suite

Job description

At CoLab, we help mechanical engineering teams bring life-changing products to market years sooner.

We build AI for engineers designing cars, medical devices, and jet engines. Products this complex aren't sketched and sent to production. Teams spend months on iterations, reviews, and tests, predicting how every part performs before anything is built. CoLab is where those reviews happen, and we capture the rationale behind every change. Other tools show what changed between versions. Only CoLab knows why. That's how our AI helps manufacturers like Bobcat, Triumph Motorcycles, and GE Appliances make better decisions, eliminate rework cycles, and get to market faster.

The Customer Education Lead will design and deliver scalable learning experiences that extend the reach of our Customer Success team, accelerate time-to-value, and create consistent, high-quality enablement across our customer base. You'll partner closely with Product (who owns in-product experience), Customer Success (who understand customer pain points and workflows), our Implementation Specialist (who delivers hands‑on onboarding and sees firsthand where customers struggle), and Marketing (who own brand voice and external content) to build an education infrastructure that supports the entirety of our customer base from first login to advanced use cases.

You’ll also be standing up CoLab Academy, designing the certifications, learning paths, and resources that make our customers confident, self‑sufficient users from day one.

What You’ll Do

Understand your learners

• Map CoLab's distinct customer audiences and identify what each group needs to learn, when, and how
• Use product usage data, support ticket trends, and CSM feedback to pinpoint where customers get stuck and where education can have the highest impact
• Partner with Customer Success Managers, Solutions Engineers, and the Implementation Specialist to translate real-world customer friction into learning priorities

Design & Build Scalable Learning Experiences

• Create customer‑facing onboarding and enablement materials (videos, guides, templates, self‑paced modules)
• Design interactive learning paths for end‑users
• Translate complex product workflows into clear, actionable resources
• Build assessments to check comprehension and certification exams to validate mastery of knowledge and skills
• Develop CoLab Academy curriculum (certifications, learning paths, use case guides)

Stand up the education infrastructure

• Evaluate, select, and implement a learning management system (LMS) or content hub that supports self‑serve learning, progress tracking, and completion reporting
• Define repeatable content creation, review, and maintenance processes — including version control and a release‑aligned update cadence so materials stay current as the product ships new features
• Build feedback loops between learners, CSMs, and Product so content improves continuously
• Identify opportunities to complement formal education with peer learning: how other companies use CoLab for design review, what configurations work for different industries, workflows for various teams
• Lay the groundwork for customer community and knowledge‑sharing programs as the education function matures
• Partner with the Implementation Specialist to define what gets delivered 1:1 in live implementations vs. what gets built as self‑serve education and evolve that over time as the content library matures

Accelerate Time-to-Value

• Partner with CSMs, Product, and the Implementation Specialist to identify high‑friction onboarding points and address them through education
• Measure the impact of content on customer health, user activation, feature adoption, and renewal outcomes and Iterate based on data

Enable Customer Success & Go-to-Market Teams

• Equip CSMs and CSEs with ready‑to‑use materials to drive consistent messaging and reduce 1:1 training time
• Create internal enablement content on new features and use cases (if we're teaching customers, we should enable our teams too)
• Partner with Product Marketing on key feature launches, ensuring education content is ready at release

What We’re Looking For

Must have:

• 3+ years in instructional design, customer education, or enablement at a B2B SaaS company
• Experience creating customer-facing content that drives measurable adoption
• Demonstrated success linking education programs to business outcomes (adoption, time-to-value, renewals)
• Strong project management and collaboration skills across Customer Success, Product, and Marketing
• Excellent writing, organization, and presentation skills

Nice to Have:

• Experience with technical B2B products, especially engineering tools (CAD, PLM, DevOps, etc.)
• Hands‑on experience with LMS platforms (e.g., Skilljar, Docebo, Thought Industries) or course authoring tools (e.g., Articulate Rise, Camtasia, Adobe Creative Suite)
• Proven ability to design for scale, blending asynchronous and live learning formats
• Background in customer marketing, enablement, or customer community

You’ll Thrive at CoLab If You

• Are energized by building systems from scratch and bringing clarity to ambiguity
• Are passionate about helping people learn, adopt, and succeed
• See education as a strategic lever for customer and business outcomes
• Love partnering cross‑functionally and connecting dots between Product, Success, and Marketing
• Are motivated by measurable impact: you care about activation, usage, and renewal metrics

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