Manager, Customer Education Digital Success

Essential Job Duties

Are you an experienced people leader who is an organized professional with a passion for customer success and education? Do you thrive in an environment where your exceptional communication, technical acumen, and research skills lift and lead those around you? If so, imagine working alongside passionate professionals who are committed to providing top-notch customer education digital data solutions, ensuring the highest quality learning experiences for our clients. With a strong growing environment, endless learning opportunities, and the chance to shape the future of digital success and customer education, this is where your expertise will truly shine as a Manager, Customer Education Digital Success at BambooHR!

As a Manager, Digital Success and Customer Education, you will be an integral part of our team as you work to curate, manage, and grow repeatable, scalable digital enablement programs for our customers (users) and customer success teams. The position will work closely partnering across multiple teams including Marketing, Product, Eng, Support and Customer Success. In this role you will also:

• Establish strategy plans, and approaches for customer education throughout the lifecycle, including implementation and onboarding, post-onboarding, and expansion stages
• Drive our Customer Education roadmap and initiatives, ensuring that our educational offerings uncover new initiatives to drive stronger product adoption and user collaboration
• Launch, and measure impact while analyzing the impact to revenue retention expansion, and user adoption
• Manage the team of Professional Learning Specialists, coaching and mentoring team members as they facilitate projects both internally and with customers
• Develop detailed project plan schedules and work breakdown structures to ensure project team accountability aligns with OKRs and KPIs
• Strategize with the CS, Onboarding, Product, and Marketing teams on product education needs for customers
• Set clear goals for the team and measure their progress against those goals.
• Evaluate and continuously improve current KPIs and initiatives that directly improve customer adoption and time to value.
• Experience in implementing a credential/certification user program
• Hyperfocus retaining on customers

What You Need to Get the Job Done

• Experience in building digital, scalable solutions that drive customer engagement
• A background in Education, Instructional Design, or a related field.
• Strong understanding of adult learning methodologies and principles of learning science
• Experience in a SaaS customer organization, working with SMEs, content developers, and internal stakeholders on customer education initiatives
• 4+ years experience leading a team of instructional designers and content specialists, with a servant leadership and results-driven mindset
• Excellent written and verbal communication skills, with the ability to convey complex ideas clearly and concisely.
• Deep project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Experience with learning management systems (LMS) and content management systems (CMS).
• Demonstrated track record of successfully partnering across multiple teams (Marketing, Product, Eng, Support and Customer Success)
• Experience conducting needs analysis to identify gaps in the education content portfolio, alongside proposals to optimize those needs
• Strong analytical skills and the ability to use data to inform decisions.
• Proven results presenting to senior leaders and cross-functional partners to educate and influence decision-making

What Will Make Us REALLY Love You

• You have experience with the BambooHR software
• You have a desire to be a lifelong learner and to instill a learning mindset in others.
• Experience with credentialing/certification programs
• Operating in an Agile environment
• Experience with Course Authoring tools (Articulate)
• You live by and align with the BambooHR core values

What You'll Love About Us

• Great Company Culture. We've been recognized by multiple organizations like Inc, Salt Lake Tribune, Glassdoor, & Comparably for our great workplace culture.
• Make an Impact. We care about your individuality by giving you freedom to grow and create within the company, regardless of your position.
• Rest and Relaxation. 4 weeks paid time off, 11 paid holidays, and we pay you to go on vacation (ask us about this)!
• Health Benefits. Medical with HSA and FSA options, dental, and vision.
• Prepare for the Future. 401(k) with a generous company match, access to a personal financial planner, and both legal and life insurance.
• Financial Peace University. We pay for a one year subscription and you walk away with financial savvy and a bonus.
• Give back. Get paid to give your time to the community: ask us about this!
• Educational Benefits. Whether you are a previous student, or currently enrolled in higher education, we can help cover some of those expenses.
• Flexible Work Models. In-office, work-from-home, or hybrid, depending on position and location.