Customer Education Lead

CoLab Software

19h

About The Position

At CoLab, we help mechanical engineering teams bring life-changing products to market years sooner. Our product, CoLab, is the world’s first Design Engagement System (DES) - a category defining product that Engineering teams use to engage in meaningful, productive design conversations, catch preventable mistakes, and get to market faster. Our customers include the largest engineering organizations in the world such as Ford, Johnson Controls, Komatsu, and Polaris in the industrial equipment, consumer products, automotive, aerospace & defense, and shipbuilding industries. We’re building a world-class customer education program to help every customer adopt faster, achieve measurable outcomes, and renew with confidence. This is a foundational role of that function. The Customer Education Lead will design and deliver scalable learning experiences that extend the reach of our Customer Success team, accelerate time-to-value, and create consistent, high-quality enablement across our customer base. You'll partner closely with Product (who owns in-product experience), Customer Success (who understand customer pain points and workflows), our Implementation Specialist (who delivers hands-on onboarding and sees firsthand where customers struggle), and Marketing (who own brand voice and external content) to build an education infrastructure that supports the entirety of our customer base from first login to advanced use cases. You'll also be standing up CoLab Academy, designing the certifications, learning paths, and resources that make our customers confident, self-sufficient users from day one.

Requirements

3+ years in instructional design, customer education, or enablement at a B2B SaaS company
Experience creating customer-facing content that drives measurable adoption
Demonstrated success linking education programs to business outcomes (adoption, time-to-value, renewals)
Strong project management and collaboration skills across Customer Success, Product, and Marketing
Excellent writing, organization, and presentation skills

Nice To Haves

Experience with technical B2B products, especially engineering tools (CAD, PLM, DevOps, etc.)
Hands-on experience with LMS platforms (e.g., Skilljar, Docebo, Thought Industries) or course authoring tools (e.g., Articulate Rise, Camtasia, Adobe Creative Suite)
Proven ability to design for scale, blending asynchronous and live learning formats
Background in customer marketing, enablement, or customer community

Responsibilities

Understand your learners
Map CoLab's distinct customer audiences and identify what each group needs to learn, when, and how
Use product usage data, support ticket trends, and CSM feedback to pinpoint where customers get stuck and where education can have the highest impact
Partner with Customer Success Managers, Solutions Engineers, and the Implementation Specialist to translate real-world customer friction into learning priorities
Design & Build Scalable Learning Experiences
Create customer-facing onboarding and enablement materials (videos, guides, templates, self-paced modules)
Design interactive learning paths for end-users
Translate complex product workflows into clear, actionable resources
Build assessments to check comprehension and certification exams to validate mastery of knowledge and skills
Develop CoLab Academy curriculum (certifications, learning paths, use case guides)
Stand up the education infrastructure
Evaluate, select, and implement a learning management system (LMS) or content hub that supports self-serve learning, progress tracking, and completion reporting
Define repeatable content creation, review, and maintenance processes — including version control and a release-aligned update cadence so materials stay current as the product ships new features
Build feedback loops between learners, CSMs, and Product so content improves continuously
Identify opportunities to complement formal education with peer learning: how other companies use CoLab for design review, what configurations work for different industries, workflows for various teams
Lay the groundwork for customer community and knowledge-sharing programs as the education function matures
Partner with the Implementation Specialist to define what gets delivered 1:1 in live implementations vs. what gets built as self-serve education and evolve that over time as the content library matures
Accelerate Time-to-Value
Partner with CSMs, Product, and the Implementation Specialist to identify high-friction onboarding points and address them through education
Measure the impact of content on customer health, user activation, feature adoption, and renewal outcomes and Iterate based on data
Enable Customer Success & Go-to-Market Teams
Equip CSMs and CSEs with ready-to-use materials to drive consistent messaging and reduce 1:1 training time
Create internal enablement content on new features and use cases (if we're teaching customers, we should enable our teams too)
Partner with Product Marketing on key feature launches, ensuring education content is ready at release