Head of Customer Education

Job Description

Job Description:\n\nDescription Impruvon was founded with a mission to transform medication management for vulnerable populations through innovation, accountability, and compassion. Our platform empowers care teams by simplifying complex workflows, preventing medication errors, and ensuring compliance, ultimately improving safety, outcomes, and independence for individuals in long-term care and IDD settings.At Impruvon, we are innovative, driven, and willing to go the extra mile. Our team operates like a family: supporting each other both professionally and personally. We listen first, build with empathy, and remain committed to solving problems that have a meaningful impact on people’s lives.About the Role\n Impruvon is seeking a Head of Customer Education to own training programming across our customer base. This is a foundational role responsible for ensuring customers are fully trained, operationally prepared, and equipped to get lasting value from the Impruvon platform. The Head of Customer Education will build, maintain, and deliver training content across multiple formats, from virtual and live onboarding sessions to self-serve microlearning libraries and end-user assessments. They will also lead a train-the-trainer model, upskilling both internal Customer Success Managers (CSMs) and customer Super Users to deliver consistent, high-quality training at scale.Impruvon is moving from training delivered primarily by CSMs and Implementation leads to a self-service-first model, in which end users complete a structured onboarding path, practice in a dedicated training environment, and earn certification through role-based assessments. Certification is not a completion certificate: competency is verified, recorded, and carries weight for the staff member, their organization, and in a compliance review. The Head of Customer Education will own this transition, including selecting and implementing a learning management system (LMS) and partnering with Product and Engineering on the in-platform learning experience. This role works across our full customer portfolio, including state program partners, enterprise accounts, and commercial customers. As the function grows, the Head of Customer Education will hire and lead a small team and contribute to building a scalable Customer Experience organization.\n Key Responsibilities Training Delivery & End User Onboarding\nLead comprehensive, role-based end user onboarding for new customers across IDD, Behavioral Health, and Long-Term Care settings.\nDeliver live virtual and in-person training sessions tailored to audience type (frontline staff, program managers, administrators, clinical leads, executives).\nEstablish a scheduled, facilitated virtual training program that runs as a standing service rather than as one-off sessions, including the facilitation model that allows it to scale beyond a single trainer.\nDevelop and maintain a library of self-serve training resources including video walkthroughs, guided click-throughs, help articles, and quick reference guides.\nOffer end users more than one path to the same competency so that role, shift, and comfort with technology do not determine who succeeds.\nDesign for continuous onboarding. Turnover in these settings is high, and new staff arrive long after an implementation has closed.\n Curriculum Design & Content Development\nDesign a tiered, role-based curriculum spanning foundational training for all users, role-based and device-based workflow training, go-live readiness, and ongoing lifecycle education.\nBuild and maintain high-quality training materials, including instructor-led presentations, facilitator guides, job aids, FAQs, compliance-focused workflows, and on-demand modules.\nBuild a modular content library that can be assembled into universal, state-specific, and customer-specific programs without maintaining parallel content sets.\nDevelop custom training programs and materials for state program partners and enterprise accounts as applicable.\nPartner with the Product team to develop training content for feature releases and product updates, ensuring materials are ready at launch.\nUpdate existing materials proactively when regulatory requirements, customer workflows, or product functionality changes.\n Assessments & Certification\nBuild and administer end-user assessments that measure readiness against the competencies each role actually performs.\nDesign skill-level certifications mapped to specific workflows (narcotic counts, for example) and role-level credentials that roll up from them.\nDefine the assessment model, including pass thresholds, retry rules, role gating, expiration, and recertification cadence.\nBuild humane retry and remediation paths so that a failed attempt leads to support rather than a dead end.\nLaunch verifiable digital badges that staff can carry into their own careers, and explore recognition by industry credentialing bodies and state agencies over time.\nEnsure assessment and certification records are accurate and timestamped so they hold up in a compliance review or state survey.\n Learning Technology & Program Infrastructure\nEvaluate, select, and own the technology and tooling necessary to enable a scalable training program. \nPartner with CX, Product, and Engineering to contribute to a scalable training infrastructure that supports order-of-magnitude user growth without sacrificing consistency or quality.\n Train the Trainer Program\nDesign and lead a train-the-trainer program that enables CSMs to deliver consistent, confident training to their assigned accounts.\nCertify and coach customer Super Users to serve as internal training leads within their organizations.\nBuild standardized training playbooks, delivery guides, and quality benchmarks for CSM and Super User trainers.\nEquip customer organizations to onboard their own new hires independently over time, rather than returning to Impruvon for every new staff member.\n Team Leadership & People Management\nPartner with the CCO on recruiting and hiring activities, including job description development, interview planning, and candidate evaluation.\nOnboard and train new team members, maintaining and improving onboarding guides and enablement materials.\nSupport the growth and development of team members through regular 1:1 meetings, performance reviews, individual development plans, and coaching and mentorship.\nFormalize a subject matter expert contributor network across CSM, Support, and Product to review content accuracy on a defined cadence.\nContribute to building a scalable Customer Experience organization capable of supporting continued commercial, enterprise, and state program growth.\n Cross-Functional Collaboration\nPartner with the Product team to stay ahead of the roadmap and ensure training materials reflect current functionality and best practices.\nBring recurring learner confusion and support ticket themes back to Product as roadmap signal.\nCollaborate with CSMs to assess customer readiness, identify adoption gaps, and develop targeted training interventions.\nSupport implementation timelines by delivering training at key readiness and go-live milestones.\nContribute subject matter expertise on training strategy as Impruvon expands into new states and regulatory environments.\nRepresent Customer Education in cross-functional initiatives and executive-level strategic discussions.\n Compliance & Data Governance\nOwn the data governance model for training: what data appears at each stage of the learner journey, who is able to reach it, and under what safeguards.\nPartner with Compliance, Privacy, and Legal on HIPAA-appropriate handling of training data and on content licensing terms. On consequential decisions they hold sign-off, and this role is responsible for bringing them a defensible design early rather than a finished one late.\nMaintain the discipline that synthetic and de-identified data is used wherever real data is not required, including in scenario-based content and assessment questions.\n Continuous Improvement & Program Measurement\nMonitor training outcomes and KPIs to identify improvement opportunities across content, delivery, and platform adoption.\nGather customer and CSM feedback to continuously improve training effectiveness.\nIdentify the learners the program serves least well, by role, shift, or site type, and close those gaps.\nOwn the KPI framework linking training outcomes to NRR, CSAT, Renewal Rate, NPS, and Customer Health Score, and establish the baseline measurements needed to demonstrate that link over time.\n \nKey Performance Indicators\n Success in this role will be measured across the following dimensions:\nStaff Readiness / User Assessment Pass Rate — % of end users who pass platform assessments on first or second attempt within the onboarding window.\nTime to Certification — time from user creation to verified competency. Users who are not yet certified are not yet productive, making this the program's core throughput measure.\nPlatform Adoption — adoption of core workflows post-training, tracked in part through reduction in how-to support ticket rate per active user.\nFeature Adoption — % uptake of newly released features among trained users within 60 days of launch.\nTraining CSAT — average post-training satisfaction score (target: ≥ 4/5).\nImplementation Quality — corrections and rework required after a customer goes live.\nTrainer Certification Rate — % of designated CSMs and Super Users who have completed and passed the train-the-trainer program.\nReach Across Roles and Shifts — assessment pass rates broken out by role, shift, and site type.\nContent Currency — % of training materials updated within agreed SLA following a product release or regulatory change.\nProgram Scalability — users supported per training FTE as the user base grows.\nLearning-to-Outcome Correlation — training completion measured against documentation quality, exception rates, Customer Health Score, and renewals.\n What Success Looks Like\n\nTraining Scales Without Headcount: The majority of end users are trained, assessed, and certified without a CSM in the room. Live delivery is reserved for facilitated sessions, go-live, and escalation.\n\nReadiness Is Verifiable: For any customer, at any time, we can say who is trained, who is certified, and who is overdue, and we can produce the record to prove it.\n\nCustomers Onboard Themselves: Provider organizations bring on new hires using our training program as part of their own onboarding process, without needing to reopen an implementation.\n\nGo-Live Is a Confirmation: Staff arrive at go-live already practiced and already assessed, so launch day validates readiness rather than establishing it.\n\nThe Program Reaches Everyone: Pass rates hold up across roles, shifts, and site types, not just among the most available and most technically confident learners.\n\nTeam Excellence: You have built a small, high-performing team that feels supported, coached, and empowered, and the program no longer depends on any single person to deliver it.\n Skills, Knowledge, & Experience Required Qualifications\n5+ years of experience in customer education, training, enablement, or L&D, including experience designing and delivering training curricula for end users of a healthcare SaaS platform.\nExperience building and maintaining comprehensive training materials — presentations, job aids, help documentation, video walkthroughs, and self-serve learning resources.\nExperience conducting structured training sessions both in-person and virtually.\nExperience selecting and implementing an LMS or comparable learning platform, including integrations and rollout.\nExperience partnering with Product and Engineering to shape in-product learning experiences, including writing requirements and advocating for roadmap priority.\nExperience designing certification and assessment programs, including pass standards and recertification models.\nDemonstrated ability to design and run a train-the-trainer program.\nExperience leading, hiring, onboarding, and developing team members.\nDemonstrated ability to design for varied learner needs, including role, schedule, accessibility, and a wide range of comfort with technology, rather than a single default path.\nStrong understanding of healthcare documentation standards and compliance-driven workflows, including HIPAA-aware handling of training data and sound judgment about when synthetic data is sufficient and when real data requires production-grade safeguards.\nStrong data orientation, with experience tying learning outcomes to retention, satisfaction, or health score measures.\nExcellent written and verbal communication skills, with the ability to translate complex workflows into clear, accessible guidance for users across a wide range of technical comfort.\nAbility to manage multiple concurrent projects and priorities in a fast-moving startup environment.\nAbility to travel up to 20% to support on-site customer training and onboarding.\n Preferred Qualifications\nExperience working with IDD, Behavioral Health, or Long-Term Care provider organizations.\nFamiliarity with state-regulated medication administration programs (e.g., Massachusetts MAP, or similar state programs).\nExperience training users on hardware or connected devices alongside software.\nExperience supporting value-based care initiatives, quality incentive programs, or regulatory compliance workflows.\nBackground in healthcare operations, compliance, quality management, or healthcare IT.\nFamiliarity with adult learning principles and instructional design methodologies (ADDIE, Kirkpatrick, etc.).\nFamiliarity with SCORM/xAPI content standards and portable course authoring.\nExperience with accessible learning design, including WCAG awareness, mobile-first or low-bandwidth delivery, and multilingual content.\nExperience with digital badging or credentialing platforms and learning record stores.\nFamiliarity with credentialing bodies such as NADSP, or with pursuing state-agency recognition.\nExperience with tools such as Loom, Scribe, Notion, or LMS platforms for content creation and delivery.\nExperience preparing organizations for audits, reporting requirements, or performance reviews.\n Benefits At Impruvon, we know our people are our greatest asset. We provide a benefits package designed to support your well-being and growth, including:\nCompetitive compensation aligned with experience\n100% company-paid medical coverage (base plan)\nDental & vision available\n401(k) retirement plan\nCompany-paid life, AD&D, STD & LTD insurance\nLifestyle Spending Account (wellness, personal use, and company swag)\nFlexible PTO + company holidays\nFlexible, remote-friendly work environment\nMission-driven work with real impact on vulnerable populations\n \nWhy Join Us\n Working at Impruvon means being part of a mission-driven, passionate, and collaborative team. Every role contributes to improving lives and reducing risk in care settings across the country. As our Head of Customer Education, you will