Customer Education Senior Manager

Acumatica • Bellevue, WA

9d • $160,000 - $180,000

About The Position

The Customer Education Senior Manager is responsible for creating the go-to-market playbook for customer onboarding and driving new end-user onboarding targets as well as converting existing courses and documentation to create end-user-level onboarding material.
This role partners cross-functionally to support the execution of customer education initiatives and ensures that high-quality, role-based learning experiences are created from existing documentation, courseware, and enablement assets.
The role focuses on operational program management, content development, and continuous improvement of customer-facing learning experiences. Over time, the role will contribute to leveraging AI tools to support more personalized, AI supported and automated customer learning.

Requirements

• Master’s degree in Learning Experience Design, Organizational Development, AI, or related field
• 9+ years in learning experience design, customer education, customer success, consulting or enablement within enterprise software.
• Understanding of customer lifecycle management and SaaS adoption models.
• Knowledge of learning technologies including LMS, LXP, authoring tools, and analytics platforms.
• Familiarity with AI applications in learning and personalization.
• Understanding of enterprise software implementation and onboarding processes.
• Knowledge of data analytics and measurement frameworks for learning impact.
• Ability to architect scalable, multi-modal learning programs.
• Content transformation and derivative content development skills.
• Strategic planning and go-to-market execution capabilities.
• Data analysis and dashboard creation skills.
• Cross-functional leadership and stakeholder alignment skills.
• Ability to operate at both strategic and execution levels.
• Ability to translate complex product capabilities into structured learning journeys.
• Ability to innovate and experiment with emerging AI technologies.
• Ability to manage multiple global initiatives simultaneously.
• Ability to influence without direct authority across departments.

Responsibilities

• Customer Onboarding Program Definition, Implementation, and Management
• Design and execute the customer onboarding go-to-market plan, including segmentation, messaging, success metrics, and cross-functional alignment.
• Establish, track and communicate program governance, KPIs, deliverables, reporting dashboards, and continuous improvement mechanisms.
• Partner with Sales, Customer Success, Support and the other Global Education functions to ensure alignment with customer lifecycle milestones.
• Collaborate with Acumatica’s extended VAR partner ecosystem to ensure education deliverables meet VAR business needs.
• Monitor engagement metrics and recommend improvements based on data insights.
• Customer Onboarding & Education Content Generation
• Transform existing documentation and create derivative training materials for engaging role-based customer onboarding content.
• Develop modular, reusable content assets including video, microlearning and interactive modules, job aids, simulations, and performance support tools.
• Integrate AI-assisted content creation tools to accelerate production and publication.
• Ensure consistency, clarity, and quality across all customer onboarding content.
• Collaborate with subject matter experts to ensure technical accuracy and practical relevance a well as expert integration into the customer learning experience.
• AI-Enabled Customer Onboarding Development & Delivery
• Leverage AI-assisted tools to accelerate content creation, editing and publishing.
• Explore opportunities to improve content discoverability and personalization within existing learning platforms.
• Pilot lightweight personalization approaches (e.g., role-based pathways, usage-based recommendations).
• Participate in/Collaborate on prototyping and piloting AI-driven learning assistants embedded in onboarding and education workflows.
• Outlook: Agentic Education
• After defining, implementing and scaling the onboarding playbook, investigate agentic, hyper-personalized customer learning experiences.
• Design adaptive learning pathways driven by role, usage behavior, proficiency level, and business objectives.
• Prototype and pilot AI-driven learning assistants embedded in onboarding and education workflows.
• Establish governance, ethical AI guidelines, and measurement frameworks to evaluate impact on adoption and customer outcomes.

Benefits

• US-based employees gain access to healthcare benefits (medical, dental and vision insurance for you and your dependents), employer paid Short-Term/Long-Term Disability and Basic life coverage, 401(k) plan with company match, Flexible time off, sick and safe leave, among others.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level