Digital Customer Education Manager

Conductor LLC•New York, NY

6d•$110,000 - $145,000•Onsite

About The Position

We're looking for a Digital Customer Education Manager to own our customer-facing education strategy end to end — from the tutorials, guides, and best-practice content that live in our community platform, to making sure that content stays current as our product and the broader industry evolve. A core part of the job is moving beyond "create content and hope people find it." You'll orchestrate exposure — ensuring the right resource reaches the right customer at the right moment in their journey, from first login through ongoing maturity — so education functions as a primary, digital-first training method. You'll also build enablement programs like train-the-trainer, contribute to our existing webinar program, and use AI as a core part of how you operate — both to create content and to automate the processes that keep a growing library fresh at scale. This is a hands-on strategy and execution role for someone who wants to build a comprehensive, insight-driven education function — not just keep pace with product releases.

Requirements

6+ years of experience in customer education, instructional design, or content strategy, ideally within a SaaS or platform business.
Excellent writing and instructional design skills — you'll personally determine what our tutorials and guides cover and how.
Demonstrated experience building and running an education program at scale — not just producing individual pieces of content.
Strong hands-on video editing skills (e.g., Camtasia, Audiate, or similar tools).
Experience hosting webinars or leading live training sessions.
High fluency with AI tools for both content creation and process automation.
Comfort with data: defining engagement/usage metrics and connecting content performance to adoption and retention.
Strong cross-functional collaboration skills across Product, CS, and Marketing.
Background managing or directing a direct report.

Nice To Haves

Experience with train-the-trainer or center-of-excellence programs, and/or background in martech, SEO, or adjacent marketing platforms, a plus.

Responsibilities

Own the end-to-end strategy for our digital-first customer education program, including tutorials, video content, guides, and best-practice materials hosted on our community platform.
Design learning content that supports a digital-first training model — where self-serve education is customers' primary path, not a backup.
Produce educational video content start to finish — scripting, recording, and editing.
Develop persona- and role-based education tracks that reflect how different customers use the platform and their varying levels of maturity.
Manage and direct the Customer Community & Content Specialist's work on content support and community platform upkeep.
Keep education materials current against a constantly evolving platform and industry (e.g., how AI is reshaping customer priorities and tactics), on a sustainable cadence rather than reactive, release-by-release updates.
Use AI to draft and update content and to automate maintenance work (flagging outdated material, batch updates), partnering with our internal automation specialist to operate at scale.
Partner with product, customer success and lifecycle teams so customers are exposed to the right education content at the right stage of their journey — orchestrating delivery and visibility, not just producing and housing content.
Leverage lifecycle orchestration tools to personalize and automate when resources surface, based on customer stage and behavior.
Extend focus beyond onboarding to support customers' ongoing maturity across the full lifecycle.
Design and manage a train-the-trainer program that equips customer champions to build an internal center of excellence.
Contribute content and adoption-focused programming to our existing webinar program, partnering with the trainer role, customer success, and Product.
Partner with the Director of Digital Customer Success, Product, and Marketing to keep education aligned with broader lifecycle strategy and positioning.
Define and track metrics for content engagement and usage, tied to adoption and retention outcomes.
Use data and customer feedback to prioritize new content vs. maintenance vs. retirement, shifting the function from reactive to insight-driven.