SaaS Customer Education & Adoption Lead

Mastercard; Chicago (IL); On-site; USD 86,000 - 137,000; Full time

Job summary

Mastercard in Chicago, IL is seeking a Customer Education Manager to design, deliver, and improve educational programs that help customers adopt and optimize our personalized SaaS tools.

You will work with product, customer success, marketing, and support to align resources with customer needs and product updates, delivering scalable learning experiences such as training sessions, webinars, and eLearning modules.

Qualifications

• Experience in customer education, training, or instructional design in SaaS or tech.
• Strong understanding of personalization tools or customer data platforms.
• Excellent written and verbal communication; ability to explain complex concepts clearly.
• Proficiency with LMS and eLearning tools.

Responsibilities

• Develop and implement a comprehensive customer education strategy that drives product adoption and satisfaction.
• Create diverse learning materials, including video tutorials, documentation, and interactive courses, tailored to different user personas and skill levels.
• Collaborate with the product and customer success teams to identify customer pain points and align education initiatives with customer journeys.
• Deliver live training sessions and webinars to onboard new customers and introduce advanced features.
• Leverage feedback and usage analytics to continuously enhance educational content and improve learning outcomes.
• Stay current on industry trends in personalization and SaaS to ensure our training materials reflect best practices.

Skills

Customer education

Training design

SaaS familiarity

Communication

LMS

Video creation

Tools

Video creation software

Job description

Mastercard in Chicago, IL is seeking a Customer Education Manager to design, deliver, and improve educational programs that help customers adopt and optimize our personalized SaaS tools.

You will work with product, customer success, marketing, and support to align resources with customer needs and product updates, delivering scalable learning experiences such as training sessions, webinars, and eLearning modules.