In-Product Learning Architect

ChurnZero; Washington (District of Columbia); On-site; USD 80,000 - 100,000; Full time

Job summary

ChurnZero is seeking a Customer Education Architect to translate education strategy into scalable, in-product learning experiences. This hands-on role builds curricula, walkthroughs, and asynchronous modules to move customers from onboarding to confident user.

You will own content accuracy, collaborate with product and enablement teams, and drive measurable outcomes such as reduced support tickets and increased self-serve engagement. Remote, US-based; target salary range is $80,000 to $100,000.

Qualifications

• Bachelor’s degree in instructional design, learning sciences, education, educational technology, or a related field or equivalent hands-on experience.
• 3–5 years in customer education, instructional design, learning experience design, or enablement ideally within B2B SaaS.
• Hands‑on experience building e-learning modules, storyboards, assessments, and evaluation methods in a modern authoring tool.
• Experience building in-app or in-product learning experiences (walkthroughs, guides, success centers) is a strong plus.
• Strong instructional design fundamentals grounded in learning science and evidence-based, learner-centered practices
• A modern perspective on embedded, contextual, and AI-assisted learning.
• Familiarity with AI-enabled content creation or adaptive learning tools.
• Ability to apply learner feedback and performance data to continuously improve learning experiences.
• Comfort working from a product roadmap and translating product changes into accurate, timely education.
• Strong project management, organization, and prioritization skills — able to manage a build queue and deliver quality work with minimal oversight.
• Excellent written and verbal communication with an ability to translate complex concepts into clear, simple learning.
• Experience using the Kirkpatrick model (or a similar learning-measurement framework) is a plus.
• A portfolio of e-learning or in-product learning samples.
• Familiarity with tools in our existing tech stack preferred: Absorb (LMS), Parta.io, TechSmith Suite: Camtasia, Snagit, Audiate, Canva and PowerPoint

Responsibilities

• Build structured curricula and asynchronous e-learning modules that move customers from “how to set up” to “how to use.”
• Design and iterate on storyboards, course assessments, and structured learning paths by customer role, segment, and maturity level.
• Build and refresh certification tracks that map to those learning paths and reflect current product competency.
• Drive async, self-serve adoption so customers can realize value without waiting on live delivery.
• Build in-app learning experiences via Walkthroughs and Success Centers inside ChurnZero.
• Create contextual, in-the-moment education that meets customers where the work actually happens.
• Reduce reliance on long-form static content where embedded guidance drives better outcomes.
• Content Accuracy & Relevance: Keep education current across ChurnZero and the Academy as the product changes, decreasing education lag on new product releases.
• Cross-functional Collaboration: Sync with Product on the release roadmap to anticipate curriculum update needs ahead of launch.
• Production Consistency & Measurable Outcomes: Establish and maintain production consistency across all Academy curriculum.

Skills

Instructional design

Learning experience design

Project management

Written and verbal communication

Cross-functional collaboration

Storyboarding

In-app learning experiences

Education

Bachelor’s degree in instructional design / learning sciences / education / educational technology

Tools

Absorb LMS

Parta.io

Camtasia

Snagit

Audiate

Canva

PowerPoint

Job description

ChurnZero is seeking a Customer Education Architect to translate education strategy into scalable, in-product learning experiences. This hands-on role builds curricula, walkthroughs, and asynchronous modules to move customers from onboarding to confident user.

You will own content accuracy, collaborate with product and enablement teams, and drive measurable outcomes such as reduced support tickets and increased self-serve engagement. Remote, US-based; target salary range is $80,000 to $100,000.