Customer Education Architect

Job Description

Job Description

Customer Education Architect

Overview

ChurnZero is rethinking how customer enablement works. We are moving away from static, long-form courses and toward learning that is embedded, contextual, and available in the moment our customers need it.

The CE Architect is the builder behind that shift. Where the Sr. Manager of Customer Education owns the enablement vision, framework, and strategy, this role turns that strategy into scalable learning experiences customers actually use. You understand the whole learning system from how a customer moves from onboarding to confident, expert user and you’ll build the structured curricula, in-the-moment education inside ChurnZero, and asynchronous e-learning modules in our Academy that get them there.

This is a hands-on execution role. You will build in-app walkthroughs and Success Centers, design and iterate on e-learning modules and assessments, and keep our education accurate and current as the product evolves. Your goals center on tactical enablement education, reduced time-to-value for new customers, and building in-product learning that scales.

Success in this role looks like reduced support ticket volume, increased self-serve engagement, and high knowledge base and Academy satisfaction ratings.

Job Title: Customer Education Architect
Classification: Exempt
Reports to: Senior Manager, Customer Enablement
Location: Remote, US-based
Target Salary Range: $80,000 to $100,000

What You’ll Own

Scalable Learning Infrastructure & Curriculum

• 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.

In-Product & In-the-Moment Learning

• 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.

Content Accuracy & Relevance

• 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.

Cross-functional Collaboration

• 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.

Production Consistency & Measurable Outcomes

• 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.

What We’re Looking For

• 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.
• Experience building in-app or in-product learning experiences (walkthroughs, guides, success centers) is a strong plus.
• 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.
• Experience using the Kirkpatrick model (or a similar learning-measurement framework) is a plus.
• A portfolio of e-learning or in-product learning samples.
• Familiarity with tools in our existing tech stack preferred:
  • Absorb (LMS)
  • Parta.io
  • TechSmith Suite: Camtasia, Snagit, Audiate
  • Canva and PowerPoint (general graphics)

About ChurnZero
ChurnZero is the AI-powered platform and partner for customer growth, engineered for customer teams to deliver more recurring revenue and customer value at scale. ChurnZero's customer growth software connects proprietary Customer Success AI™, analysis, and automation to the customer experience, enabling personalized in-app communication, advanced health scoring, actionable reporting, accurate revenue forecasting, and scalability across every stage of team maturity. ChurnZero's team prides itself on being a top-rated partner, consultant, and coach to customer teams worldwide. Founded in 2015, ChurnZero is a remote-first company with headquarters in Washington, D.C.