Director, Customer Education & Enablement

CreatorIQ•Los Angeles, CA

3d•$150,000 - $188,000•Hybrid

About The Position

CreatorIQ is seeking a Director, Customer Education & Enablement to shape how customers and the teams that support them build confidence and proficiency with the platform. This role extends beyond content creation, leading the end-to-end learning experience that drives product understanding, customer adoption, and long-term success. By bringing together self-service education, scalable learning programs, strategic account enablement, and customer-facing team enablement, this leader will help create a consistent and impactful learning experience across every customer touchpoint. This is an outcomes-focused role that contributes to customer adoption, retention, time-to-proficiency, and the overall customer experience. The Director will partner closely with Product, Customer Success, Support, Implementation, and other cross-functional teams to ensure education is aligned with customer needs and business priorities. While collaborating with Internal Learning & Development and Revenue Enablement, this role is dedicated to customer education and enablement rather than enterprise-wide employee learning.

Requirements

8+ years in customer education, enablement, or knowledge management within SaaS.
3+ years leading teams; experience managing managers preferred.
A track record of driving adoption, retention, and revenue through education and enablement.
Strong cross-functional leadership and executive presence.
Hands-on experience with LMS, in-app guidance, and knowledge platforms.
A strategic, outcome-oriented thinker with strong operational discipline.

Responsibilities

Set Strategy for Customer Education & Enablement: Define a unified strategy spanning self-serve education, scaled training, and customer-facing team enablement. Build a multi-year roadmap tied to adoption and retention outcomes. Establish metrics that demonstrate education's impact on adoption, retention, support deflection, and Services revenue. Represent customer education and enablement in executive and cross-functional forums.
Own Self-Serve Education & Content: Lead Help Center, knowledge base, onboarding, and in-app education strategy (e.g., Appcues). Define content architecture, editorial standards, and quality benchmarks. Optimize content for discoverability across search, AI retrieval, and in-app linking. Use analytics and customer feedback to continuously improve self-serve content.
Lead Scaled Customer Training & Academy: Oversee the global strategy for live and on-demand customer training. Build structured learning paths, a product academy, and certification programs that deepen customer expertise and reduce support volume. Manage LMS strategy, governance, and long-term evolution. Evolve curriculum using training data, support trends, and the product roadmap.
Own Customer-Facing Team Enablement: Coordinate the enablement of customer-facing teams (Customer Success, Support, Implementation) on platform and product knowledge, so education is reinforced at every customer touchpoint. Identify and close platform-knowledge gaps across customer-facing teams, partnering with CS, Support, and Implementation leadership to raise competence where it most affects adoption and retention. Build repeatable enablement processes and reinforcement mechanisms that turn content into applied knowledge across the teams customers rely on.
Scale Strategic Account Enablement (SAG) Services: Manage packaging, pricing, success metrics, and the operating model for SAG enablement services. Partner with Services and CS leadership on scoping, renewals, and expansion. Forecast demand and scale staffing and content accordingly.
Drive Launch Readiness: Own cross-functional launch-readiness standards so every release ships education-ready. Partner with Product and Engineering to plan education deliverables proactively as new features and releases ship. Coordinate release communications and customer impact with Support and CS.
Lead Education Innovation & AI: Guide the technology and AI roadmap for customer education and enablement. Identify and implement AI-driven solutions for content creation, personalization, delivery, and analytics on knowledge gaps and completion. Build business cases for new investments that balance ROI and scalability.
Build, Lead, and Develop the Team: Support and mentor a team across Product Education and Customer Enablement. Establish clear roles, career paths, and performance standards. Scale the team sustainably through hiring and development.