Note: The job is a remote job and is open to candidates in USA. CoLab is hiring a Customer Education Lead to build scalable learning experiences that extend Customer Success, accelerate time-to-value, and support customers from onboarding through advanced product use. The role will establish CoLab Academy and its education infrastructure, create customer and internal enablement resources, and measure their impact on adoption and customer outcomes.
Responsibilities
- Map CoLab's distinct customer audiences and identify what each group needs to learn, when, and how
- Use product usage data, support ticket trends, and CSM feedback to pinpoint where customers get stuck and where education can have the highest impact
- Partner with Customer Success Managers, Solutions Engineers, and the Implementation Specialist to translate real-world customer friction into learning priorities
- Create customer-facing onboarding and enablement materials (videos, guides, templates, self-paced modules)
- Design interactive learning paths for end-users
- Translate complex product workflows into clear, actionable resources
- Build assessments to check comprehension and certification exams to validate mastery of knowledge and skills
- Develop CoLab Academy curriculum (certifications, learning paths, use case guides)
- Evaluate, select, and implement a learning management system (LMS) or content hub that supports self-serve learning, progress tracking, and completion reporting
- Define repeatable content creation, review, and maintenance processes — including version control and a release-aligned update cadence so materials stay current as the product ships new features
- Build feedback loops between learners, CSMs, and Product so content improves continuously
- Identify opportunities to complement formal education with peer learning: how other companies use CoLab for design review, what configurations work for different industries, workflows for various teams
- Lay the groundwork for customer community and knowledge-sharing programs as the education function matures
- Partner with the Implementation Specialist to define what gets delivered 1:1 in live implementations vs. what gets built as self-serve education and evolve that over time as the content library matures
- Partner with CSMs, Product, and the Implementation Specialist to identify high-friction onboarding points and address them through education
- Measure the impact of content on customer health, user activation, feature adoption, and renewal outcomes and Iterate based on data
- Equip CSMs and CSEs with ready-to-use materials to drive consistent messaging and reduce 1:1 training time
- Create internal enablement content on new features and use cases (if we're teaching customers, we should enable our teams too)
- Partner with Product Marketing on key feature launches, ensuring education content is ready at release
Skills
- 3+ years in instructional design, customer education, or enablement at a B2B SaaS company
- Experience creating customer-facing content that drives measurable adoption
- Demonstrated success linking education programs to business outcomes (adoption, time-to-value, renewals)
- Strong project management and collaboration skills across Customer Success, Product, and Marketing
- Excellent writing, organization, and presentation skills
- Experience with technical B2B products, especially engineering tools (CAD, PLM, DevOps, etc.)
- Hands-on experience with LMS platforms (e.g., Skilljar, Docebo, Thought Industries) or course authoring tools (e.g., Articulate Rise, Camtasia, Adobe Creative Suite)
- Proven ability to design for scale, blending asynchronous and live learning formats
- Background in customer marketing, enablement, or customer community
Benefits
- Remote (Canada and US).
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