Director of Customer Education — SaaS (Remote)

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

Benefits offered by this job

Comprehensive benefits

Flexible work arrangements

Professional development opportunities

Job summary

MatrixCare is seeking a Director, Customer Education to define and run our enterprise learning strategy, integrating the Academy and LMS, certification, Community, knowledge, and digital self-service into one modern learning ecosystem built around the customer.

This role reports to the Chief Customer Officer and aims to drive adoption, proficiency, faster time-to-value, reduced Support demand, and retention.

Qualifications

• 10+ years in Customer Education or related SaaS roles.
• 5+ years leadership building education programs and teams.
• Experience leading LMS, digital learning, Community, knowledge, or self-service at scale.
• Proven ability to connect education programs to adoption, satisfaction, and retention.
• Understanding SaaS lifecycle and using data/AI to modernize experiences.
• Ability to influence across Product, CS, Support, Services, Tech, and Marketing.

Responsibilities

• Develop and execute the enterprise Customer Education strategy and roadmap.
• Own the Academy/LMS, including digital learning paths and on-demand education.
• Lead customer certification and credentialing strategy with curricula and assessments.
• Lead the Customer Community strategy for learning and self-service.
• Collaborate with Support to reduce avoidable cases through education.
• Create an integrated digital experience across Education, Community, and in-product guidance.
• Partner with Product/CS/PS to embed education in launches and adoption plans.
• Leverage AI, automation to improve content creation and personalization.
• Establish KPIs linking education to adoption, proficiency, time-to-value, and retention.

Skills

Learning Management System

Customer Education

SaaS

digital learning

Data Driven

artificial intelligence (AI)

Job description

MatrixCare is seeking a Director, Customer Education to define and run our enterprise learning strategy, integrating the Academy and LMS, certification, Community, knowledge, and digital self-service into one modern learning ecosystem built around the customer.

This role reports to the Chief Customer Officer and aims to drive adoption, proficiency, faster time-to-value, reduced Support demand, and retention.