Director, Customer Education

MatrixCare; United States; Remote; USD 180,000 - 210,000; Full time

Benefits offered by this job

Remote work

Job summary

MatrixCare is seeking a Director, Customer Education to lead our enterprise learning strategy and unify LMS, certification, Community, and self-service into a single ecosystem. You’ll drive adoption, proficiency, faster time-to-value, and support deflection while aligning education with measurable business outcomes.

You will partner with Product, Customer Success, and Professional Services to embed education into launches and adoption plans, and apply AI to content creation and personalization

Qualifications

• 10+ years of experience across Customer Education, Customer Enablement, Customer Success, or Learning within SaaS, technology, or healthcare technology.
• 5+ years of leadership experience building, scaling, or transforming customer education programs and teams.
• Experience leading Academy/LMS, certification, digital learning, Community, knowledge, or self-service programs at scale.
• Demonstrated ability to connect education programs to measurable business outcomes, including adoption, customer satisfaction, Support deflection, and retention.
• Strong understanding of the SaaS customer lifecycle and how education influences adoption and long-term value, with data, technology, and AI familiarity.
• Proven ability to lead transformation and influence across Product, Customer Success, Support, Professional Services, Technology, and Marketing with strong communication.

Responsibilities

• Develop and execute the enterprise Customer Education strategy and roadmap, creating a unified learning experience across onboarding, adoption, optimization, and ongoing engagement.
• Own the strategy and evolution of the Academy/LMS, including digital learning, role-based paths, instructor-led programs, and on-demand education.
• Build and lead customer certification and credentialing strategies, including curricula, assessments, standards, and pathways.
• Lead the Customer Community strategy, establishing a destination for learning, peer engagement, best practices, and self-service.
• Partner with Customer Support to use case drivers to create education and Community experiences that reduce cases and increase deflection.
• Create an integrated digital experience across Education, Community, knowledge resources, and in-product guidance for self-sufficiency.
• Collaborate with Product, Customer Success, and Professional Services to embed education and certification into launches and adoption plans.
• Use AI, automation, and emerging technologies to improve content creation, personalization, search, and recommendations.
• Establish KPIs linking education and Community engagement to adoption, proficiency, time-to-value, and retention.
• Lead and inspire the Customer Education team, building the structure and capabilities to scale.

Skills

Learning Management System

Customer Education

SaaS

digital learning

Data Driven

artificial intelligence (AI)

Job description

Highlights

• Location Remote, US
• Start Date Nov 2, 2026
• Work Location Allows Remote Work

Skills

• Learning Management System
• Customer Education
• SaaS
• digital learning
• Data Driven
• artificial intelligence (AI)

Description

About MatrixCare

MatrixCare provides software solutions to more than 15,000 providers supporting skilled nursing, senior living and long-term care, life plan communities, and home health and hospice care. A multi-year winner of the Best in KLAS award, MatrixCare is trusted by thousands of facility-based and home-based care organizations to improve provider efficiencies and promote a better quality of life for the people they serve. For more information, visit www.matrixcare.com.

About The Role

We are looking for a Director, Customer Education to join our customer organization and transform how customers learn, adopt, and get value from MatrixCare solutions. Reporting to the Chief Customer Officer, you will define and run our enterprise Customer Education strategy, bringing the Academy and learning management system (LMS), certification, Community, knowledge, and digital self-service together into one modern learning ecosystem built around the customer. This is more than a training role: you will make education a driver of product adoption, customer proficiency, faster time-to-value, reduced Support demand, and retention. We are seeking a seasoned leader who has built or scaled customer education programs and can connect them to measurable business outcomes.

What You’ll Do

• Develop and execute the enterprise Customer Education strategy and roadmap, and build a unified operating model that creates a consistent learning experience across onboarding, adoption, optimization, and ongoing customer engagement.
• Own the strategy and evolution of the Academy/LMS, including digital learning, role-based learning paths, instructor-led programs, and scalable on-demand education.
• Build and lead the customer certification and credentialing strategy, including curricula, assessments, standards, and role- and solution-based pathways.
• Lead the Customer Community strategy, creating a destination for learning, peer-to-peer engagement, best practices, and self-service.
• Partner with Customer Support to use case drivers and recurring issues to create education, knowledge, and Community experiences that prevent avoidable cases and increase Support deflection.
• Create an integrated digital experience across Education, Community, knowledge resources, and in-product guidance so customers can find answers quickly and become more self-sufficient.
• Partner with Product, Customer Success, and Professional Services to embed education and certification into product launches, releases, implementation, onboarding, and adoption plans.
• Use AI, automation, and emerging technologies to improve content creation, personalization, search, recommendations, and customer self-service.
• Establish KPIs that connect education and Community engagement to adoption, proficiency, time-to-value, Support deflection, satisfaction, retention, and cost-to-serve.
• Lead, develop, and inspire the Customer Education team while building the structure, capabilities, processes, and technology needed to scale.

What You’ll Bring

Required Qualifications

• 10+ years of experience across Customer Education, Customer Enablement, Customer Success, or Learning within SaaS, technology, or healthcare technology.
• 5+ years of leadership experience building, scaling, or transforming customer education programs and teams.
• Experience leading Academy/LMS, certification, digital learning, Community, knowledge, or self-service programs at scale.
• Demonstrated ability to connect education programs to measurable business outcomes, including adoption, customer satisfaction, Support deflection, and retention.
• Strong understanding of the SaaS customer lifecycle and how education influences adoption and long-term value, along with experience using data, technology, and AI to modernize and scale customer experiences.
• Proven ability to lead transformation and influence across Product, Customer Success, Support, Professional Services, Technology, and Marketing, with exceptional communication and change-management skills.

Preferred Qualifications

• Healthcare technology experience.
• Post-acute care, EHR (electronic health record), clinical workflow, or revenue cycle experience.

What Success Looks Like

• You have built a modern, scalable education ecosystem that helps customers learn faster, adopt more, and become more self-sufficient.
• Product adoption, certification, and Community engagement increase.
• Customers reach value faster, with improved proficiency and satisfaction.
• Avoidable Support demand declines, and education makes a measurable contribution to retention and customer outcomes.

Why Join MatrixCare?

At MatrixCare, we are committed to fostering a culture where teammates can grow their careers and make an impact on the healthcare industry. We offer opportunities to contribute to innovative solutions that help improve care delivery, while benefiting from a flexible and supportive work environment. Our teammate value proposition includes comprehensive health and wellness benefits, flexible time off, professional development opportunities, and a collaborative culture built on trust, innovation, and teamwork. By joining MatrixCare, you'll be part of a purpose-driven organization dedicated to advancing healthcare technology and creating an exceptional experience for both teammates and customers.

Compensation & Benefits

$180,000 - $210,000

We are shaping the future at MatrixCare, and we recognize the need to build on and broaden our existing skills and continue to attract and retain the world's best talent. We work hard to offer holistic benefits packages, provide flexible work arrangements, cultivate a workforce culture that allows employees to grow personally and professionally, and deliver competitive salaries to our team members. This position qualifies for a comprehensive benefits package and individual pay decisions are based on a variety of factors, such as the candidate's geographic work location, relevant qualifications, work experience, and skills. At MatrixCare it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case.

Work Environment / Location Expectations

• Remote (US)

Equal Employment Opportunity / Legal Statements

MatrixCare is committed to fostering a diverse, inclusive, and equitable workplace where every individual is treated with respect and dignity. We are an Equal Opportunity Employer and make employment decisions based on qualifications, merit, business needs, and performance, without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by applicable law. We are dedicated to providing equal access to opportunities and reasonable accommodations throughout the recruitment and employment process, ensuring that all teammates can contribute, grow, and succeed in an environment where diverse perspectives are valued and encouraged.