Customer Education Manager

Drata • San Francisco, CA

8d • $125,000 - $161,000

About The Position

Drata is seeking a Customer Education Manager to build and mature its customer education function. This role will be responsible for designing customer learning programs, building certifications, and creating the infrastructure to help thousands of security and compliance practitioners gain value from Drata more quickly and independently. The position requires understanding the distinct learning needs of Enterprise and SMB customers and designing programs tailored to each segment. The role sits within the Digital CS team and will serve as the expert defining customer education standards at Drata across all customer segments. This is a senior individual contributor role with a clear path to building a team as the function matures. The role reports directly to the Sr. Director of Digital CS.

Requirements

• 5–8 years of experience in customer education, learning & development, or instructional design at a B2B SaaS company.
• Proven track record building or maturing a customer education program, ideally across companies at different stages.
• Experience designing L&D programs for both Enterprise and SMB customers.
• Certification program experience – designing, launching, or owning a professional certification or credentialing program end-to-end.
• Hands-on LMS expertise – deep experience with Skilljar, Gainsight Academy, Docebo, Thought Industries, or similar platforms.
• AI fluency with real business impact – experience using AI tools to accelerate content creation, improve learning outcomes, or scale a program.
• Strong instructional design instincts – understanding of adult learning principles, ability to design for different modalities, and knowledge of effective content retention strategies.
• Data-driven approach – tracking completion rates, certification outcomes, and business impact to inform decisions.
• Cross-functional collaborator – comfortable working with Product, CS, Marketing, and Support.

Nice To Haves

• Experience in the GRC, security compliance, or trust space.
• Familiarity with Drata, SOC 2, ISO 27001, or similar frameworks.

Responsibilities

• Build and mature the Drata Academy program, including owning the roadmap, course library strategy, learning path design, and curriculum architecture.
• Design distinct learning experiences for Enterprise and SMB customers, addressing their unique needs for depth, role-based paths, scalability, time-to-value, and lean formats.
• Transition the Academy from a newly launched platform to a mature, comprehensive education program with measurable customer outcomes.
• Define frameworks, standards, and content quality benchmarks for customer education at Drata.
• Build a scalable content production process using AI-assisted authoring tools to create high-quality courses without engineering dependency.
• Partner with Product to ensure education content aligns with feature releases.
• Launch and own the Drata Admin Certification program, including curriculum design, assessment, badging, and renewal.
• Define the certification framework, including competency models, exam structures, passing criteria, and credential lifecycle.
• Partner with Customer Success, Sales, and Marketing to position the Drata Admin Certification in the market.
• Build the ecosystem around certification, including study guides, prep courses, practice assessments, and peer learning.
• Utilize AI tools for content personalization, adaptive learning paths, and content gap identification.
• Define and own education KPIs such as course completion rates, certification pass rates, time-to-proficiency, and the correlation between education engagement and GRR/NRR.
• Partner with the Digital CS team's data infrastructure to connect Academy engagement to customer health scores and retention outcomes.
• Report education program performance and continuously improve based on data.
• Integrate Academy with the broader Digital CS ecosystem, including automated playbooks, in-app guidance, and community content.
• Partner with the Community Manager to leverage community for learning acceleration.
• Collaborate with the 1:M events program to create learning continuity.
• Ensure education content reinforces the in-app guidance experience.

Benefits

• Stock equity
• Up to 100% employer-paid premiums for medical, dental, and vision coverage for employees and their dependents
• Comprehensive wellness benefits and healthcare concierge services
• 401(k) plan
• Company-paid life and disability insurance
• Tax-advantaged spending accounts
• Discounted voluntary offerings
• Paid Parental Leave policy (after six months of employment)
• Kindbody fertility and family-building benefits
• Dedicated leave specialists
• Generous annual stipends for professional and personal development
• Access to a wide range of internal learning opportunities
• Flexible vacation policy
• Paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed