Head of Customer Education

Ashby • ,

1d • $170,000 - $276,000

About The Position

Ashby is seeking a Head of Customer Education to drive forward their Recruiting Operations Consulting, Academy, and Product Enablement functions. This role will inherit a team of strong, motivated people and unify them under a coherent educational strategy. The Education team acts as a CSM for every customer and GTM employee, creating useful content and experiences. The Academy offers public-facing content and digital programs for various customer needs. The RecOps Consulting team provides deep operational expertise through 1:1 and scaled experiences. The Product Enablement function bridges the gap between product capabilities and CS/sales team application. The Head of Education will manage these three functions, own the operating model, and initially be hands-on, managing ICs and early leaders, with plans to build out a leadership layer as the organization scales.

Requirements

• Experience building and scaling Recruiting Operations, Customer Success, or Customer Education functions.
• Ability to think from first principles about education and what serves the specific audience.
• Strong leadership skills, including developing people, holding a high bar, and creating a positive team environment.
• Ability to think in operating models and design systems.
• Willingness to be hands-on and close to the work, especially initially.
• Ability to build strong cross-functional relationships.
• Comfort with ambiguity and motivated by building.
• Clear communication skills and ability to operate in a writing-heavy culture.
• Ability to think about the full customer spectrum and build inclusive programs.
• Comfort with new tools and technology.
• A perspective on how consulting fits into an education strategy.
• Not preferring to set strategy and hand it off.
• Comfortable in front of customers.
• Willingness to review content and maintain a high bar for published materials.
• Ability to build from first principles rather than relying on industry playbooks.
• Ability to thrive when the scope is shifting and the function is evolving.

Responsibilities

• Overseeing RecOps Consulting to ensure 1:1 customer engagements drive value and insights are integrated into Academy content.
• Partnering with Professional Services on scoping and delivering paid RecOps engagements, including package structure and model evolution.
• Partnering with the Manager of Academy on content strategy, including what gets built, organization, and library evolution.
• Building out new Academy programs, including a product certification path, centralizing the webinar function, and launching a Digital Programs capability.
• Building out Product Enablement as a distinct function, translating product context for CSMs and AEs, addressing the continuous shipping problem, and designing a new hire onboarding experience.
• Building the operating infrastructure for all three functions to scale, including intake processes, engagement frameworks, capacity planning, and connective tissue.
• Identifying needs for additional layers to scale the organization, either by developing from within or hiring externally.
• Representing Customer Education externally through webinars, industry events, and customer sessions, and synthesizing feedback into product recommendations.
• Thinking from first principles about education and what actually serves the specific audience.
• Leading leaders, developing people deliberately, holding a high bar without micromanaging, and creating an environment for the team to do their best work.
• Thinking in operating models to define shared and separate functions and build systems without over-engineering.
• Being energized by being close to the work and directly managing RecOps Consultants and the Academy team initially.
• Building strong cross-functional relationships with leadership counterparts across CS, Sales, Product, and Marketing.
• Comfortably navigating ambiguity and being motivated by building in an evolving function.
• Communicating with clarity and operating well in a writing-heavy culture where proposals, frameworks, and documentation drive decisions.
• Thinking carefully about the full customer spectrum and building programs to serve diverse needs.
• Comfortably hopping into new tools and understanding them to support the team.
• Having a perspective on how consulting fits into an education strategy and how the two motions reinforce each other.

Benefits

• Opportunity to work with a talented and passionate team.
• 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.
• Generous equipment, software, and office furniture budget.
• $100/month education budget with more expensive items covered with manager approval.
• Top-notch health insurance for you and your dependents with all premiums covered by Ashby (if in the US).
• Automatic 401k match (if in the US).

What This Job Offers

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