Senior Manager, Customer Education

Qualia•Austin, TX

2d•Hybrid

About The Position

At Qualia, we've built the leading B2B real estate technology that transforms the home buying and selling experience into a simple, secure, and enjoyable process. Our SMB and Enterprise products bring together users from across the real estate ecosystem—homebuyers and sellers, lenders, title and escrow agents, and real estate agents—onto a single shared digital closing platform, providing greater clarity and transparency to real estate transactions. Today, through our business customers across the country, millions of consumers use Qualia to close on homes every year. As the Senior Manager of Customer Education, you will lead the strategy, development, and delivery of the programs and resources that help Qualia customers build proficiency, adopt our products, and achieve long-term value. You will oversee Qualia’s customer education ecosystem, including Qualia University, the Knowledge Base, customer-facing educational content, one-to-many programming, and one-to-one instructor-led training. You will also lead the growth of Qualia’s new paid customer training service, developing the programs, operating models, and delivery standards needed to scale training as a consistent and valuable professional service. This role will be responsible for creating a connected customer education strategy across self-service, digital, and live learning channels. You will ensure customers can easily find accurate, relevant, and role-specific education while helping the team prioritize the programs and content that have the greatest impact on customer adoption, proficiency, satisfaction, and long-term success. You will lead a multidisciplinary team responsible for customer content, knowledge management, digital learning, and customer training. You will partner closely with Product, Product Marketing, Customer Success, Support, Professional Services, Sales, Operations, and other stakeholders to translate customer needs, product changes, and business priorities into scalable educational experiences. This role requires strong people leadership, customer education expertise, content and knowledge management experience, operational rigor, and the ability to move comfortably between long-term strategy and hands-on execution.

Requirements

8+ years of experience in customer education, customer training, content strategy, knowledge management, instructional design, professional services, customer success, or a related function, preferably in a B2B SaaS environment
4+ years of people leadership experience, including experience leading multidisciplinary or cross-functional teams
Experience building and commercializing a paid customer training or professional services program, including ownership of pricing, packaging, capacity planning, and program P&L. Experience launching a program from inception strongly preferred.
Experience owning a program budget or P&L, utilization targets, and unit economics
Demonstrated experience developing and scaling customer education programs across digital, self-service, one-to-many, and instructor-led formats
Strong understanding of customer education strategy, instructional program development, adult learning principles, content operations, and knowledge management
Experience owning or managing an LMS, customer academy, knowledge base, or similar customer learning and content ecosystem
Experience establishing content governance, taxonomy, quality standards, intake processes, operating models, and measurement frameworks
Strong program and project management skills, with the ability to translate strategy into clear priorities and executable plans
Strong analytical orientation with the ability to use customer insights, program data, and business outcomes to guide decisions
Excellent written and verbal communication skills, with the ability to translate complex products, workflows, and concepts into clear and accessible customer education

Nice To Haves

Familiarity with AI-enabled content development, knowledge search, automation, personalization, or digital learning experiences is preferred
Experience working in a complex, regulated, workflow-driven, or vertical SaaS industry is preferred

Responsibilities

Lead a multidisciplinary team responsible for customer content, knowledge management, digital education, and instructor-led training and continue to foster the team’s strong culture of customer empathy, accountability, collaboration, creativity, operational discipline, and high-quality execution
Own the vision, strategy, roadmap, and operating model for customer education across Qualia with particular focus on how AI changes the practice of customer education at Qualia — production, delivery, personalization, assessment, and what needs to be taught at all.
Own the growth and P&L of Qualia's paid training program — pricing, packaging, margin, capacity planning, and sales enablement — and define the boundary between free and paid offerings. Partner with Sales, CS, and Finance on positioning, scoping, contracting, and fulfillment to hit annual bookings and utilization targets.
Create a cohesive education ecosystem that connects Qualia University, the Knowledge Base, customer-facing content, webinars, workshops, and instructor-led training
Oversee the development and maintenance of self-paced and instructor led courses, learning paths, certifications, knowledge articles, videos, job aids, release education, facilitator materials, and other customer-facing resources
Establish standards and operating processes for each of the team’s programs including quality assurance, content architecture, taxonomy and governance
Define and measure the success of each program, analyze program performance and drive continuous improvement
Communicate program strategy, performance, capacity considerations, risks, and recommendations to senior leadership
Ensure customer-facing content remains accurate, accessible, relevant, consistent, and aligned with Qualia’s products, brand, and customer needs
Build and maintain strong cross functional partnerships with Sales, Product, Marketing, Customer Success, Professional Services, Finance, Legal, and Operations
Manage relevant platforms, tools, vendors, and budgets supporting customer education, knowledge, content, and training programs