Customer Education Program Manager, Live Learning

Ashby • ,

9d • $100,000 - $176,813

About The Position

Ashby is hiring its first dedicated live-learning hire to own and develop the Customer Success live-learning program. The role brings existing Startup Customer Success and Recruiting Operations Consulting sessions together under a shared calendar, planning process, and consistent customer experience. It combines program strategy with hands-on execution, from planning and producing sessions to coaching presenters, facilitating selected events, and improving workflows based on customer needs and program evidence.

The position partners with Customer Success, Customer Education, Marketing, Operations, and systems teams. Startup CSMs and RecOps consultants continue to lead subject-matter content and delivery for their audiences, while this role owns the overall program and its operations. Customer Education Program Managers collaborate on how live learning connects with courses, playbooks, and release education. Individual customer training and consulting engagements remain with the teams responsible for those services.

The current program runs roughly two to three sessions each week. The initial priority is reliable delivery of the existing program, followed by prioritized improvements and deliberate expansion into additional audiences and formats. The role reports to Jace Talamantes, who leads the Customer Education team.

Requirements

• Experience owning recurring live education or a comparable customer-facing program and evidence of making it more useful, reliable, or scalable.
• Ability to manage a calendar, multiple contributors, deadlines, and dependencies while maintaining a consistent customer experience.
• Ability to explain complex topics clearly, use practical examples, and check whether learners can apply what they learned.
• Comfort facilitating live sessions, guiding participation, answering questions, adapting, and responding to unexpected situations.
• Ability to provide specific, constructive presenter feedback and help subject-matter experts create accessible learning experiences.
• Ability to learn products firsthand by exploring workflows, using documentation, testing understanding, and seeking expert validation when needed.
• Experience with webinar or virtual-learning platforms and understanding of registration, communications, recordings, surveys, and reporting.
• Ability to assess an existing program, recommend what to keep, change, or build, and drive work with appropriate partners.
• Ability to use learner feedback and behavior to assess whether sessions help customers apply what they learned.
• Willingness to handle planning, production, systems, follow-up, and troubleshooting as well as program strategy and facilitation.

Nice To Haves

• Background in customer education, product training, customer success, enablement, learning design, or webinar program management.
• Experience with HubSpot or a comparable system.
• Prior Ashby experience.

Responsibilities

• Own and coordinate the Customer Success live-learning program, including its shared calendar, planning process, customer experience, and process for evaluating and prioritizing new ideas.
• Manage session operations, including registration, reminders, setup, presenter preparation, live production, surveys, follow-up, recording handoffs, templates, and operating practices.
• Design learning with presenters and Customer Education Program Managers by defining audiences, outcomes, formats, and resources, and developing outlines, exercises, facilitator guides, and other materials.
• Define session quality standards, rehearse and coach presenters, and improve question handling, participation, pacing, and support for mixed experience levels.
• Host or co-facilitate selected sessions, moderate questions and activities, model effective teaching, and test new formats while building a program that does not depend on one presenter.
• Own the live-learning recording library, including decisions about publication, organization, refresh, and retirement; partner on publishing, accuracy, supporting resources, and repurposing sessions into other learning formats.
• Work with Marketing to improve website presence, promotion, packaging, audience communications, and connections to broader programs so customers can find and join appropriate sessions.
• Work with Operations and systems partners to define program requirements and improve platform setup, integrations, and workflows.
• Track registration, attendance, engagement, learner feedback, and operational effort; define intended product behavior and work with partners to assess customer action.
• Use customer needs and program evidence to recommend additional audiences and formats, such as onboarding sessions, RecOps clinics, applied workshops, and customer spotlights.
• Establish reliable delivery of the existing program and work with the manager to prioritize improvements and expansion based on customer needs, presenter availability, and operational capacity.

Benefits

• 10-year exercise window for stock options.
• Unlimited PTO, with four weeks recommended per year.
• Twelve weeks of fully paid family leave in the US; the company plans to expand this to employees in other countries as situations arise.
• Generous equipment, software, and office furniture budget.
• $100 per month education budget; more expensive items such as conferences may be covered with manager approval.
• For US employees, health insurance for employees and dependents with all premiums covered by Ashby.

What This Job Offers

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