Customer Education and Certification Lead

Glean•Palo Alto, CA

10h•$160,000 - $200,000•Hybrid

About The Position

Glean is seeking a Customer Education & Certification Lead to build and scale a world‑class education system that turns customers into confident, self‑sufficient power users. In this hands-on role, you will design and operationalize Glean Academy and related certification programs as a growth flywheel—moving customers from onboarding to activation, adoption, certification, and ultimately advocacy—while measurably reducing reliance on 1:1 support and accelerating time-to-value across our user and admin audiences. This is a hands-on individual contributor role combining instructional design, content creation, program management, and cross-functional partnership to deliver measurable impact across the customer journey.

Requirements

5+ years in Customer Education, Learning & Development, Customer Success or closely related fields with a track record of designing education systems and programs (not just courses) that drive product adoption, behavior change, and measurable business outcomes at scale.
Demonstrated growth mindset and interest in AI-powered tools and workflows with a strong bias for action—comfortable operating in ambiguity, moving quickly from insight to iteration, and continuously improving programs and processes.
Portfolio of multi-format content: Examples spanning video, written guides, visuals, and interactive resources (LMS).
Instructional acumen: Ability to craft objectives, outcomes, assessments, and learning paths; bonus for formal instructional design or curriculum building experience.
Strong cross-functional collaboration: experience partnering with Customer Outcomes, Support, PMM, Product, Partner Enablement, and Sales Enablement; excellent stakeholder management.
Operational rigor: Experience setting up content workflows, governance, and refresh cadences; adept at managing roadmaps and hitting deadlines.
Data orientation: Skilled at using insights to prioritize and iterate.
Communication excellence: Clear, concise writing; knack for simplifying complex topics.

Responsibilities

Own the customer education system for Glean Academy and related programs—defining the vision, roadmap, and KPIs that accelerate time‑to‑value, reduce 1:1 support, and scale expertise across users, admins, and partners
Design and produce multi‑format learning experiences— videos, guides, playbooks, interactive walkthroughs —that translate complex product capabilities into clear, outcome‑oriented pathways for different roles and proficiency levels
Design and produce certifications as standardized assessments that rigorously evaluate learner proficiency and align with business objectives—distinct from the learning experiences that prepare users (e.g., Academy courses, webinars, or ILT).
Bias toward shipping and iteration—launching minimum-viable learning paths quickly, running short feedback cycles, and continuously improving based on performance data rather than waiting for perfect production quality.
Lead Academy and LMS operations by establishing content governance, taxonomy, and discoverability standards, and maintaining a central, up-to-date library of assets that are easy to find, localize, and reuse across audiences.
Drive adoption and proactive education at scale by partnering with Customer Outcomes, Support, Product Marketing, Partner Enablement, and Sales Enablement to develop reusable training modules.
Operationalize and continuously improve content workflows end-to-end, building Glean Agents to accelerate best practices and leveraging data to to identify gaps and inform product, growth and customer marketing roadmaps.