Note: The job is a remote job and is open to candidates in USA. ChurnZero is an AI-powered customer growth platform and partner that helps customer teams deliver recurring revenue and customer value at scale. The Customer Education Learning Architect will build scalable curricula, e-learning modules, certifications, and embedded in-product learning experiences while maintaining content accuracy and measuring learner and business outcomes.
Responsibilities
- Build structured curricula and asynchronous e-learning modules that move customers from “how to set up” to “how to use.”
- Design and iterate on storyboards, course assessments, and structured learning paths by customer role, segment, and maturity level
- Build and refresh certification tracks that map to those learning paths and reflect current product competency
- Drive async, self-serve adoption so customers can realize value without waiting on live delivery
- Build in-app learning experiences via Walkthroughs and Success Centers inside ChurnZero
- Create contextual, in-the-moment education that meets customers where the work actually happens
- Reduce reliance on long-form static content where embedded guidance drives better outcomes
- Keep education current across ChurnZero and the Academy as the product changes, decreasing education lag on new product releases
- Make targeted updates to existing modules when product changes affect accuracy
- Run regular content audit passes: flag outdated screenshots, deprecated workflows, and stale examples
- Sync with Product on the release roadmap to anticipate curriculum update needs ahead of launch
- Incorporate feedback from the Sr. Manager of Customer Education on live delivery gaps and confusing content
- Collaborate with the Sr. Manager to prioritize the content build queue
- Reduce duplication of work across enablement teams and increase cross-functional reuse
- Establish and maintain production consistency across all Academy curriculum
- Define and track measurable outcomes — support ticket deflection, self-serve engagement, knowledge base satisfaction, and product adoption
- Establish student feedback loops and analyze learner behavior to continuously improve program effectiveness
Skills
- Bachelor's degree in instructional design, learning sciences, education, educational technology, or a related field or equivalent hands-on experience
- 3–5 years in customer education, instructional design, learning experience design, or enablement ideally within B2B SaaS
- Hands-on experience building e-learning modules, storyboards, assessments, and evaluation methods in a modern authoring tool
- Strong instructional design fundamentals grounded in learning science and evidence-based, learner-centered practices
- A modern perspective on embedded, contextual, and AI-assisted learning
- Familiarity with AI-enabled content creation or adaptive learning tools
- Ability to apply learner feedback and performance data to continuously improve learning experiences
- Comfort working from a product roadmap and translating product changes into accurate, timely education
- Strong project management, organization, and prioritization skills — able to manage a build queue and deliver quality work with minimal oversight
- Excellent written and verbal communication with an ability to translate complex concepts into clear, simple learning
- A portfolio of e-learning or in-product learning samples
- Experience building in-app or in-product learning experiences (walkthroughs, guides, success centers) is a strong plus
- Experience using the Kirkpatrick model (or a similar learning-measurement framework) is a plus
- Familiarity with tools in our existing tech stack preferred:
- + Absorb (LMS)
- + Parta.io
- + TechSmith Suite: Camtasia, Snagit, Audiate
- + Canva and PowerPoint (general graphics)
Benefits
- Remote, US-based
- Remote-first company
Company Overview