Director of Customer Education

We are seeking a strategic and customer-obsessed leader responsible for building and scaling Customer Education for Weave customers. This leader will create education programs that drive product adoption, customer outcomes, retention, and expansion across a single, multi and enterprise customer segment.

The ideal candidate has deep experience leading customer education initiatives in a SaaS or technology environment serving single to enterprise organizations.Expertise in instructional strategy, learning technologies, customer enablement, and cross-functional leadership. This role will partner closely with Sales, Onboarding, Customer Success, Product, Support, Marketing, and Executive Leadership to deliver impactful learning experiences that accelerate customer value realization.

• This position will be hybrid (remote/in office)

• Reports to: VP of Customer Success & Onboarding

What You Will Own

• Define and execute the company’s customer education vision, strategy, and roadmap.

• Build scalable education programs that support onboarding, product adoption, advanced feature usage, certifications, and customer maturity.

• Establish KPIs and success metrics tied to customer outcomes, retention, expansion, product utilization, and customer satisfaction.

• Lead and develop a high-performing customer education team including instructional designers, trainers, content creators, and program managers.

• Serve as the internal subject matter expert on customer learning strategies and adult learning methodologies.

Enterprise Customer Experience

• Design learning experiences tailored for specific customer segments including enterprise organizations with complex organizational structures, workflows, and stakeholder groups.

• Develop role-based and persona-based learning journeys for administrators, executives, managers, and end users.

• Partner with enterprise Onboarding and Customer Success teams to support strategic accounts and large-scale customer rollouts.

• Build executive education and enablement programs that help enterprise customers achieve measurable business outcomes.

• Support change management and adoption strategies for enterprise implementations.

Program Development & Delivery

• Oversee the creation of scalable learning assets including:

• eLearning courses

• Instructor-led training

• Virtual workshops

• Certifications

• Knowledge base content

• Webinars and customer academies

• In-app guidance and microlearning

• Manage and optimize Learning Management Systems (LMS) and customer learning platforms.

• Drive innovation in digital learning experiences using modern learning technologies and AI-enabled learning solutions where appropriate.

• Ensure all content aligns with brand standards, accessibility requirements, and adult learning best practices.

Cross-Functional Collaboration

• Partner with Product teams to stay aligned on roadmap changes and feature releases.

• Collaborate with Marketing on customer engagement campaigns and thought leadership initiatives.

• Work closely with Onboarding, Support and Customer Success teams to identify customer pain points and learning gaps.

• Align with Sales and Revenue teams to support customer onboarding and expansion opportunities.

• Create feedback loops between customers and internal teams to improve both educational experiences and product usability.

Measurement & Optimization

• Analyze learning engagement, completion rates, adoption trends, and customer outcome metrics.

• Use data to continuously improve learning experiences and program effectiveness.

• Build executive-level reporting and dashboards to communicate education impact.

• Monitor industry trends and competitive benchmarks in customer education and enterprise enablement.

What You Will Need to Accomplish the Job

• 8+ years of experience in customer education, customer enablement, learning & development, or customer success within a SaaS or technology company.

• 4+ years leading teams and building scalable education programs.

• Proven experience working with enterprise customers and supporting complex implementations.

• Experience creating customer learning strategies tied to business outcomes and revenue impact.

• Strong understanding of adult learning principles, instructional design, and customer adoption strategies.

• Experience managing or administering LMS platforms and digital learning ecosystems.

• Demonstrated ability to work cross-functionally with executive stakeholders.

What Will Make Us Love You

• Experience in B2B SaaS, healthcare technology, fintech, communications, or enterprise software.

• Experience launching customer certification programs.

• Familiarity with customer education tools such as Skilljar, Docebo, Thought Industries, Gainsight, WalkMe, or similar platforms.

• Experience using AI-driven learning tools or analytics platforms.

• Bachelor’s degree required; Master’s degree or relevant certifications preferred.

Employment with Weave is contingent upon the successful completion of a background check, conducted in accordance with applicable laws.

At Weave, we use Artificial Intelligence (AI) tools to help us work more efficiently and create a smoother candidate experience. AI may assist with things like writing job descriptions, scheduling interviews, or reviewing applications against job-related criteria. For additional information, please review the External AI Policy Statement available on our Careers page.

Weave is an equal opportunity employer that is committed to fostering an inclusive workplace where all individuals are valued and supported. We welcome anyone who is hungry to learn, problem-solve and progress regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics. If you have a disability or special need that requires accommodation, please let us know.

Beware of recruitment fraud. All official correspondence will occur through Weave branded email. We will never ask you to share bank account information, cash a check from us, or purchase software or equipment as part of your interview or hiring process.