Director of Customer Education & Learning Strategy

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

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