Senior Customer Education Manager (In-App)

AlphaSense

21h•Remote

About The Position

AlphaSense is seeking a Senior Customer Education Manager to lead its in-app education strategy and execution. This role is for an individual who is not content with the status quo and will define the vision for using in-app experiences to enhance user activation, adoption, engagement, and retention. The successful candidate will also be responsible for establishing measurement frameworks to demonstrate the effectiveness of these strategies. Reporting to the Senior Director of Customer Education, this position will act as a strategic partner to Product, CS, and Marketing teams, requiring the ability to communicate effectively with product managers, influence go-to-market prioritization, and ensure education is integrated into the product release process from its inception.

Requirements

8-12 years of experience in customer education or a closely related field.
Meaningful experience (3-5 years) owning in-app guidance or digital adoption strategy.
Hands-on experience with in-app guidance platforms (Chameleon, Pendo, WalkMe, or similar) with the ability to both build and strategize.
A natural collaborator with Product teams: you understand how PMs think, can translate technical roadmap language into education strategy, and know how to influence without authority.
Data-driven and experiment-minded, you set ambitious targets, design tests to validate assumptions, and aren't precious about iterating when data says to.
Comfortable with AI workflows and automation tooling, and excited about using them to scale high-quality education experiences.
A consultative problem-solver who digs into the root cause before jumping to solutions; you design for the actual problem, not the stated request.
Experienced navigating cross-functional complexity and a rapidly evolving product: you know how to align stakeholders, manage competing priorities, and keep initiatives moving (with the end user always in mind).
A strong communicator who can present strategy and results to leadership with clarity and confidence.

Responsibilities

Own the in-app education strategy and motion, setting quarterly OKRs, aligning to product launches and GTM initiatives, and extending education beyond early onboarding into activation, adoption, and renewal.
Administer and evolve our in-app guidance platform (Chameleon), leveraging expertise across tools like Pendo, WalkMe, and similar to build, iterate, and personalize onboarding and adoption flows for core personas and segments.
Design sophisticated in-app learning experiences that incorporate behavioral triggers, persona-based personalization, and progressive disclosure, including how-to videos, tooltips, and interactive guides.
Serve as Customer Education's primary partner to Product, building trusted relationships with Product Marketing, PMs, and product leadership.
Embed education into the build & release process from day one, and influencing GTM decisions through behavioral and educational insights.
Establish testing and optimization frameworks for in-app experiences, running structured A/B experiments and connecting education outcomes to product adoption, onboarding activation, and revenue metrics.
Leverage AI-powered workflows and automation to increase manual process efficiency, accelerate content production, and improve experience delivery, and help establish best practices around AI tooling for the broader team.
Collaborate cross-functionally with Product Marketing, Customer Marketing, Customer Success, and Sales to align in-app education with shared goals, and proactively surface behavioral insights that help other teams make smarter decisions.