Lead, Customer Education & AI-Driven Training

Qualia; Austin (TX); On-site; USD 140,000 - 190,000; Full time

Job summary

Qualia, based in Austin, TX, seeks a Senior Manager of Customer Education to lead strategy, development, and delivery of programs that help customers adopt and derive long-term value from our real estate technology platform.

You will oversee Qualia University, Knowledge Base, and customer-facing content, and drive the growth of a paid training service, shaping operating models and delivery standards at scale.

Qualifications

• 8+ years of experience in customer education, customer training, content strategy, knowledge management, instructional design, professional services, customer success, or related function in a B2B SaaS environment.
• 4+ years of people leadership experience leading multidisciplinary or cross-functional teams.
• Experience building and commercializing a paid customer training or professional services program, including pricing, packaging, capacity planning, and program P&L.
• Experience owning a program budget or P&L, utilization targets, and unit economics.
• Experience scaling customer education programs across digital, self-service, one-to-many, and instructor-led formats.
• Strong understanding of customer education strategy, instructional program development, adult learning principles, content operations, and knowledge management.

Responsibilities

• Lead a multidisciplinary team responsible for customer content, knowledge management, digital education, and instructor-led training and foster a culture of customer empathy, accountability, collaboration, and high-quality execution.
• Own the vision, strategy, roadmap, and operating model for customer education across Qualia, including AI-enabled changes to production, delivery, personalization, assessment, and teaching needs.
• Own the growth and P&L of Qualia's paid training program—pricing, packaging, margin, capacity planning, and sales enablement—and define boundaries between free and paid offerings.
• Create a cohesive education ecosystem connecting Qualia University, the Knowledge Base, customer-facing content, webinars, workshops, and instructor-led training.
• Oversee development and maintenance of self-paced and instructor-led courses, learning paths, certifications, knowledge articles, videos, job aids, release education, and facilitator materials.
• Establish standards and operating processes for each program including QA, content architecture, taxonomy and governance.
• Define and measure success of each program, analyze performance, and drive continuous improvement.
• Communicate program strategy, performance, capacity, risks, and recommendations to senior leadership.
• Ensure customer-facing content remains accurate, accessible, relevant, consistent, and aligned with Qualia's products, brand, and needs.
• Build and maintain cross-functional partnerships with Sales, Product, Marketing, Customer Success, Professional Services, Finance, Legal, and Operations.
• Manage platforms, tools, vendors, and budgets supporting customer education, knowledge, content, and training.

Skills

Customer education

Content strategy

Knowledge management

Instructional design

Program management

Cross-functional collaboration

Tools

LMS

Knowledge base software

Job description

Qualia, based in Austin, TX, seeks a Senior Manager of Customer Education to lead strategy, development, and delivery of programs that help customers adopt and derive long-term value from our real estate technology platform.

You will oversee Qualia University, Knowledge Base, and customer-facing content, and drive the growth of a paid training service, shaping operating models and delivery standards at scale.