Product Education Lead

CreatorIQ•New York, NY

5d•$93,000 - $111,000•Hybrid

About The Position

CreatorIQ is seeking a Product Education Lead to own and evolve the education ecosystem that helps customers become confident, capable users of our platform. Reporting to the Director of Customer Education, this role combines hands-on content creation, knowledge-management leadership, education strategy, and people management. You will lead two Product Education Content Specialists while remaining close to the work across our Help Center, knowledge base, in-app guidance, multimedia learning, and academy experiences. You will partner closely with Product, Technical Support, Customer Success, and Implementation to keep education aligned with product releases, improve the discoverability and reliability of self-service resources, and reduce customer friction. This is an opportunity for a systems-minded builder to shape the long-term knowledge-management vision while creating practical, measurable improvements for customers and internal teams.

Requirements

5+ years of experience in customer education, enablement, technical writing, or knowledge management within a SaaS environment.
Personally built and owned customer-facing content in a Help Center or knowledge base and have experience with in-app guidance tools such as Appcues, WalkMe, Pendo, or similar platforms.
Owned structured knowledge-management systems or information architecture at scale and driven adoption of self-service resources across internal and external audiences.
Excellent writer who can translate complex product functionality into clear, useful customer education.
Work effectively across Product, Support, Customer Success, and Implementation and can create order around fast-moving product changes.
Bring a systems-oriented approach to problem-solving and have researched, built, and driven adoption of new processes.
Can lead complex projects, set priorities, and delegate effectively while staying close to execution.
Experience mentoring, coaching, or informally leading others and are interested in growing as a formal people manager.
Organized, detail-oriented, and able to manage multiple content initiatives and deadlines at once.
Curious about AI-enabled ways of working and eager to turn useful experiments into repeatable practices.

Nice To Haves

Experience producing multimedia learning content end to end, including scripting, video recording, and editing.
Experience applying AI tools to improve the efficiency or scale of content operations and self-service documentation.
Familiarity with HTML or CSS and tools such as Zendesk Knowledge, Notion, Fini, Camtasia, or Appcues.
Interest in martech or creator-economy platforms.

Responsibilities

Own the knowledge management ecosystem
Own the health, lifecycle, governance, information architecture, and discoverability of Product Education content across the Help Center, knowledge base, in-app guidance, and related learning channels.
Stay hands-on by producing and updating clear, accurate self-service content in written, video, and in-app formats.
Establish durable processes for content versioning, maintenance, and retirement as the product evolves.
Evolve the product education strategy
Partner with the Director of Customer Education to shape the Product Education roadmap and long-term knowledge-management vision.
Define and execute a multimedia education strategy that complements written documentation, including production standards, tooling, video, and behavior-based in-app learning.
Identify where in-app learning experiences can outperform static content; prioritize opportunities, launch solutions, measure results, and iterate.
Partner with Technical Support to adapt Help Center content for an AI-driven support experience so automated agents and customers surface reliable knowledge.
Build reliable cross-functional operations
Create a dependable operating rhythm with Product and Support so customer education is accurate and launch-ready for every product release.
Build strong relationships across Product, Support, Customer Success, and Implementation to improve documentation quality, reach, and adoption.
Equip customer-facing teams with education materials and platform-knowledge resources they can use confidently with customers.
Use customer feedback, support trends, search behavior, and content-performance data to identify gaps and prioritize what to build next.
Lead the team and improve how the work gets done
Lead, coach, and delegate effectively across a team of two Product Education Content Specialists; hire, onboard, and ramp new team members as the function grows.
Develop and maintain expert-level knowledge of CreatorIQ's platform, using the product firsthand to uncover friction points and education gaps.
Identify and pilot practical uses of AI and automation that make content creation, personalization, and maintenance faster without sacrificing quality.
Turn successful experiments into durable team practices and stronger operating rhythms.