Senior Customer Education Lead, Live Programs

Intercom; Chicago (IL); Hybrid; USD 141,000 - 168,000; Full time

Job summary

Intercom is seeking a Senior Customer Education Manager, Live Programs to own the live training program end-to-end—from vision and curriculum design to delivery, including flagship live events, and supporting strategic customers with deployment services. You will regularly present to users, admins, and senior executives, and travel for live events.

This high-visibility role requires 8+ years in SaaS training, strong adult learning principles, and excellent program management.

Qualifications

• 8+ years of training experience in SaaS or tech, with professional services or customer success experience.
• Strong grasp of adult learning principles and effective live training.
• Proven content design skills with presentations and training materials.
• Ability to understand and clearly communicate complex AI concepts.
• Strong executive presence for large audiences and senior management.
• Excellent engagement and audience management skills across groups.
• Superb program management and stakeholder engagement.
• Proof of eligibility to work in the United States is required.

Responsibilities

• Own the live education program end-to-end by setting the vision, roadmap, and success metrics for what we run, for whom, and to what outcome.
• Design and deliver engaging, live experiences including webinars, cohorts, in-person workshops, and our flagship live event to drive customer outcomes and retention.
• Partner with Deployment Services to define, create, and deliver tailored training to Enterprise customers.
• Partner with the Customer Education team to plan and maintain a holistic training curriculum that supports our customers’ and company’s objectives.
• Continually iterate on offerings to increase impact on onboarding and feature adoption.

Skills

Training experience

Adult learning

Content design

Explain AI concepts

Executive presence

Engagement skills

Program management

Job description

Intercom is seeking a Senior Customer Education Manager, Live Programs to own the live training program end-to-end—from vision and curriculum design to delivery, including flagship live events, and supporting strategic customers with deployment services. You will regularly present to users, admins, and senior executives, and travel for live events.

This high-visibility role requires 8+ years in SaaS training, strong adult learning principles, and excellent program management.