Location:
East Coast (Boston, Atlanta, or NY)

If you're a customer-focused, results-oriented leader with a passion for education and a track record of developing successful customer education programs, we'd love to hear from you. Apply today and join our team!

Productboard is looking for a Manager of Customer Education to lead and drive our customer education initiatives. The Manager will be responsible for authoring and executing a comprehensive customer education strategy, managing and coaching a team of instructional designers and content specialists, and overseeing the development of high-quality educational content for our customers. This role reports to the Sr. Director of Customer Success.

Key Responsibilities:

• Drive our Education roadmap and initiatives, ensuring that our educational offerings continue to exceed the needs of our customers as we evolve and grow our product.
• Lead and manage a team of instructional designers and content specialists to create engaging, informative, and high-quality educational content for our customers.
• Establish and maintain a content management system to ensure timely updates to our educational content library.
• Work cross-functionally with other teams, such as Product Management and Customer Success, to identify customer needs and develop bespoke educational solutions.
• Set clear goals for the team and measure their progress against those goals.
• Developing and maintaining relationships with internal SMEs and technical teams to formalize and sustain our customer education program.

• Proactively sourcing internal content that can be repurposed to drive customer education
• Evaluate and continuously improve current KPIs and initiatives that directly improve customer adoption and time to value.

Requirements:

• Experience in a SaaS customer organization, working with SMEs, content developers, and internal stakeholders on customer education initiatives
• 7+ years of experience in instructional design or customer education, with at least 3 years of experience in a leadership role.
• 4+ years experience leading a team of instructional designers and content specialists, with a servant leadership and results-driven mindset
• Excellent written and verbal communication skills, with the ability to convey complex ideas in a clear and concise manner.
• Deep project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Experience with learning management systems (LMS) and content management systems (CMS). SkillJar is a strong +
• Demonstrated track record of successfully partnering across multiple teams (Marketing, Product, Eng, Support and Customer Success)

• Experience conducting needs analysis to identify gaps in the education content portfolio, alongside proposals to optimize those needs
• Strong analytical skills and the ability to use data to inform decisions.
• Proven results presenting results to senior leaders and cross functional partners to educate and influence decision making
• Bachelor's degree in Education, Instructional Design, or a related field.
• Strong understanding of adult learning methodologies and principles of learning science

You can look forward to the following benefits:

Competitive compensation, stock options, company 401k

A budget for your professional development and ongoing learning

4 weeks of paid vacation and paid sick days

1 Volunteer Day per year for you to help causes close to your heart

Mental Wellness Program to support your well-being and self-care

Company contribution to gym and wellness memberships

Commuter benefits

Team events, such as happy hours, off-sites, and retreats abroad

❤️ Company contribution and access to best-in-class health benefits and your own Headspace membership

About Productboard

Productboard is a customer-centric product management platform that helps organizations get the right products to market, faster. More than 6,000 companies, including Microsoft, Zoom, 1-800-Contacts, and UiPath, use Productboard to understand what users need, prioritize what to build next, and rally everyone around their roadmap.

With offices in San Francisco, Vancouver, Dublin, Brno and Prague, Productboard is backed by leading investors like Tiger Global Management, Dragoneer Investment Group, Index Ventures, Kleiner Perkins, Sequoia Capital, Bessemer Venture Partners, and Credo Ventures.

In January 2022, we closed our $125M Series D round, which put us into the Unicorn category of companies, with a valuation of $1.7B.

• Join at the golden startup age — established stability of a Unicorn with space for individual impact
• You’ll enjoy an exciting team atmosphere, building a whole new category of software
• You can help change the way that products are built all over the world
• We iterate quickly and decisions are fast. You’ll have a voice in what we do and see the impact of your work
• We are backed by top Silicon Valley investors, giving us access to capital, networks, mentors, and new markets
• We are recognized as one of the hottest tech startups on the market today, named by Forbes magazine and Business Insider as one of the best startup employers to bet your career on and are regularly recognized for our company culture

About our culture

Imagine working in a place where everything matters — most importantly, you. At Productboard, values aren’t just something we like to talk about, they’re something we live and breathe. We believe in creating a work environment where:

• People feel empowered, supported, and included
• Trust and transparency are built into the way we work
• Creativity, curiosity, and continuous improvement are encouraged and nurtured every day

Forming our company values was a group effort, with every employee allowed to contribute. From profit-sharing initiatives, like stock options, to open calendars and communication, we don’t waste time on politics or ego. We champion openness by sharing our goals, success, and failures.

Join colleagues who love what they do and who are invested in their work environment and the future of the company. Help shape our company, culture, and product!

Check out our LinkedIn Life page, Instagram profile, and People of Productboard FB page or listen to our People of Productboard podcast for a real feel of what life is like at Productboard.

Would you recommend working at Productboard as a great place to work? A simple question, but one that says it all. Are your employees satisfied and loyal? Are they promoters or detractors?
Asking this question to your employees you can find your net promoter score. Score around 30 is considered good and one above 50 is considered excellent. Companies like HubSpot who are heavily invested in company culture have an eNPS score of 83. At Productboard, we scored in our recent eNPS 93. And there are already 400 of us and we have offices all over the world.

Imagine how important the culture is to us when our eNPS is 93. How much leadership cares that we are happy and fully supported. Not only in the job but also in personal aspects of our lives.

Equal Opportunity Employer Statement

We are an equal opportunity employer and champion equity. It is our aim to help people from all backgrounds, cultures, and groups realize their full potential at Productboard. We do not tolerate any discrimination or harassment based upon gender identity, race, color, religion, age, sexual orientation, non-disqualifying physical or mental disability, national origin, veteran status, or any other biascovered by appropriate law. All aspects of employment, including hiring, training, promotion, and terminations, are based on merit, competence, performance, and business needs. We are committed to an inclusive hiring process and provide all candidates with equal opportunity to demonstrate their abilities. Togetherness is one of our core values, and our Diversity Council helps to ensure that we uphold the values of authenticity, humanity, and diversity to create an environment where every person matters. We are committed to leading by example to drive societal change.

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