Director of Customer Education

Yoodli•Seattle, WA

9d•Hybrid

About The Position

Yoodli is seeking its first Director of Customer Education to establish and develop how its global customer and partner base learns, adopts, and achieves success with Yoodli’s AI Experiential Learning platform. This role is pivotal, sitting at the intersection of customer experience, enablement, and revenue generation. The Director will collaborate with Customer Success, Support, Product, Sales, and Marketing teams to create educational programs that boost adoption, enhance customer outcomes, support expansion, and enable enterprise clients to effectively implement Yoodli at scale. The primary objective is to transform customer and partner education into a self-sustaining engine by building programs, content, and systems that drive internal adoption, keep users updated on new features, and scale enablement across the entire customer base. This is particularly crucial as Yoodli targets L&D and enablement leaders who will evaluate Yoodli's rollout against their own high standards. The role requires a hands-on approach, involving not only strategy definition but also building the operating model, creating scalable learning experiences, supporting enterprise implementations, and developing a global training capability that can grow with the company.

Requirements

5-8+ years in customer education, enablement, instructional design, or customer success at a B2B SaaS company.
Experience building a function from scratch rather than inheriting one.
Hands-on experience across various educational formats: scripting and recording video, designing assessments, leading webinars, shipping certification programs, writing guides, and running live sessions.
Ability to tie education directly to business outcomes, not just completion rates.
Proficiency in pulling and analyzing data, defining new metrics, instrumenting them, and reporting to executives.
An AI-first mindset in content creation, tooling design, and maintenance.
Strong cross-functional influence skills, with experience working across Customer Success, Product, Marketing, and Support, especially on product launches.
Experience educating enterprise program owners who manage rollouts to hundreds or thousands of users.
High agency in ambiguous environments and excellent writing skills.
Experience in a Series B to Series D SaaS company or a similarly fast-scaling environment.

Nice To Haves

Background in L&D, corporate training, or communication coaching.
Experience designing innovative, first-of-their-kind learning programs.
Experience crafting education programs for partner enablement and understanding how they differ from customer enablement.
Experience adapting onboarding programs for various industries (e.g., healthcare, higher education).
Experience with digital adoption or in-product guidance tooling.
Experience building a customer community or user group alongside a formal curriculum.

Responsibilities

Build and maintain the core library: onboarding pathways, self-paced modules, video walkthroughs, guides, templates, product academies, and live workshops
Own customer and partner education for every launch, alpha through GA, including internal readiness for CS, Support, and Sales before customer exposure.
Ensure customers and partners are always informed about new features, their importance, and usage, in collaboration with Customer Marketing.
Build the program-admin track and certification paths to empower customers and partners to launch and manage Yoodli programs within their organizations.
Segment customer engagement strategies to determine which accounts receive personalized support (working sessions, webinars) versus scaled programs.
Measure impact through adoption rates, time-to-value, and support deflection, and use data to iterate on educational strategies.
Grow the customer education function by building the initial team and then making the case for additional headcount based on demonstrated success and functional needs.