In-Product Learning Architect for Customer Enablement

ChurnZero, Inc.; Washington, Northern (District of Columbia, KY); Hybrid; USD 80,000 - 100,000; Full time

Job summary

ChurnZero is seeking a Customer Education Architect to translate enablement strategy into scalable, in‑the‑moment learning inside the Academy and the product. You’ll build structured curricula, in‑app walkthroughs, and asynchronous modules that move customers from onboarding to expert users.

This hands‑on role focuses on reducing support tickets, increasing self‑serve engagement, and maintaining current, accurate education as the product evolves, all while collaborating with product and

Qualifications

• 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 portfolio of e-learning or in-product learning samples.
• Familiarity with AI-enabled content creation or adaptive learning tools.

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.

Skills

Instructional design

Learning science

Education technology

Project management

Verbal communication

Written communication

Storyboarding

In-app learning

AI-assisted learning

Portfolio development

Education

Bachelor's degree in instructional design, learning sciences, education, educational technology, or related field

Tools

Absorb LMS

Parta.io

TechSmith Camtasia

TechSmith Snagit

Audiate

Canva

PowerPoint

Job description

ChurnZero is seeking a Customer Education Architect to translate enablement strategy into scalable, in‑the‑moment learning inside the Academy and the product. You’ll build structured curricula, in‑app walkthroughs, and asynchronous modules that move customers from onboarding to expert users.

This hands‑on role focuses on reducing support tickets, increasing self‑serve engagement, and maintaining current, accurate education as the product evolves, all while collaborating with product and