Senior Manager, Customer Education and Center of Excellence

Payscale

2d•Remote

About The Position

The Senior Manager of Customer Center of Excellence & Customer Education is responsible for building and scaling the programs, content, and operational mechanisms that help customers realize value more consistently across the post-sales lifecycle. This leader sits at the intersection of strategy and execution – driving customer-facing education, lifecycle best practices, scaled program design, and cross-functional enablement that improve adoption, outcomes, retention, and long-term customer health. This role will lead the development of a cohesive Customer Education strategy while also shaping the broader Customer Center of Excellence function to create repeatable, high-impact customer programs. This leader will help build an AI-forward approach to Customer Education and Center of Excellence programs, using intelligent, scalable solutions to improve personalization, efficiency, and customer outcomes. The ideal candidate brings a blend of customer lifecycle expertise, program leadership, content strategy, operational rigor, and cross-functional influence.

Requirements

8+ years of experience in Customer Success, Customer Education, Professional Services, Customer Operations, Program Management, or related SaaS post-sales functions.
3+ years of people leadership experience, including leading strategic or cross-functional teams.
Strong experience building scaled customer programs, playbooks, frameworks, or enablement and education initiatives.
Demonstrated ability to translate strategy into execution and operate effectively in a fast-paced, evolving environment.
Excellent cross-functional collaboration and stakeholder management skills.
Strong analytical orientation, with the ability to use data to assess impact and guide priorities.
Excellent written and verbal communication skills.
Experience in B2B SaaS required.

Nice To Haves

Experience with LMS platforms, digital education programs, community programs, and customer lifecycle tooling is a plus.
Familiarity with AI-enabled tools, automation, or digital engagement strategies is a plus.

Responsibilities

Build and lead a Customer Center of Excellence function that creates scalable, repeatable programs to improve customer outcomes across onboarding, adoption, value realization, and renewal readiness.
Design and operationalize best practices, playbooks, frameworks, and customer programs that can be leveraged across Customer Success, Services, Support, and related post-sales teams.
Identify opportunities to improve consistency, efficiency, and effectiveness across the customer lifecycle through standardized motions, tools, and program governance.
Partner with post-sales leaders to translate business priorities into scalable customer programs and interventions.
Establish mechanisms to test, refine, and scale new customer motions, including pilots and program rollouts.
Use customer insights, performance metrics, and business outcomes to prioritize COE initiatives and continuously improve impact.
Partner across Customer, Product, and Operations teams to identify and scale AI-forward approaches that improve customer education, lifecycle programs, and post-sales effectiveness.
Own the Customer Education strategy, including the vision, roadmap, and operating model for customer learning and enablement.
Lead development of educational programs and assets such as onboarding content, webinars, self-service learning, certifications, guided learning journeys, and in-product or digital education experiences.
Ensure education offerings help customers drive adoption, improve proficiency, and unlock measurable value from the platform.
Partner closely with Product, Marketing, Customer Success, Support, and Services to align education content to customer needs, product launches, and strategic priorities.
Oversee content governance to ensure materials remain accurate, relevant, and high quality.
Evaluate and improve the effectiveness of education programs through engagement, completion, adoption, and business outcome metrics.
Incorporate AI-enabled tools, content strategies, and digital experiences to create more personalized, scalable, and effective customer learning and engagement.
Serve as a strategic partner to leaders across Customer Success, Services, Support, Product, and Marketing.
Drive alignment across teams to ensure customer programs and education are coordinated, scalable, and tied to desired outcomes.
Influence without direct authority across a matrixed organization, bringing clarity, structure, and momentum to initiatives that span multiple functions.
Support change management and communication plans for new customer programs, tools, and lifecycle motions.
Evaluate emerging AI capabilities and recommend pragmatic use cases that enhance customer outcomes, team efficiency, and program impact.
Hire, develop, and lead a high-performing team responsible for COE programs and Customer Education.
Foster a culture of accountability, creativity, operational discipline, and customer-centric thinking.
Set clear priorities and success measures for the team, ensuring resources are focused on highest-value work.
Help establish best practices for how AI is applied across customer-facing programs, balancing innovation, consistency, and quality.

Benefits

Flexible paid time off, giving you the opportunity to rest, relax and recharge away from work
14 Paid Company Holidays, includes 2 floating holidays (you choose!)
A comprehensive benefits plan including medical, dental, life, vision, disability, and life insurance covered up to 100% by Payscale
Unlimited infertility coverage benefits through our medical plans
Additional supplemental health benefits offered to you and your family
401(k) retirement program with a fully vested immediate company match
16 weeks of paid parental leave for birthing and non-birthing parents
Health Savings Account (HSA) options and company contributions each pay period
Flexible Spending Account (FSA) options for pre-tax employee allocations
Annual remote work stipend to be used on wellness or home office equipment