Product Education Lead

Stay hands-on by producing and updating clear, accurate self-service content in written, video, and in-app formats.

Establish durable processes for content versioning, maintenance, and retirement as the product evolves.

Evolve the product education strategy

Partner with the Director of Customer Education to shape the Product Education roadmap and long-term knowledge-management vision.

Define and execute a multimedia education strategy that complements written documentation, including production standards, tooling, video, and behavior-based in-app learning.

Identify where in-app learning experiences can outperform static content; prioritize opportunities, launch solutions, measure results, and iterate.

Partner with Technical Support to adapt Help Center content for an AI-driven support experience so automated agents and customers surface reliable knowledge.

Build reliable cross-functional operations

Create a dependable operating rhythm with Product and Support so customer education is accurate and launch-ready for every product release.

Build strong relationships across Product, Support, Customer Success, and Implementation to improve documentation quality, reach, and adoption.

Equip customer-facing teams with education materials and platform-knowledge resources they can use confidently with customers.

Use customer feedback, support trends, search behavior, and content-performance data to identify gaps and prioritize what to build next.

Lead the team and improve how the work gets done

Lead, coach, and delegate effectively across a team of two Product Education Content Specialists; hire, onboard, and ramp new team members as the function grows.

Develop and maintain expert-level knowledge of CreatorIQ's platform, using the product firsthand to uncover friction points and education gaps.

Identify and pilot practical uses of AI and automation that make content creation, personalization, and maintenance faster without sacrificing quality.

Turn successful experiments into durable team practices and stronger operating rhythms.

Who you are and what you’ll need for this position:

You have 5+ years of experience in customer education, enablement, technical writing, or knowledge management within a SaaS environment.

You have personally built and owned customer-facing content in a Help Center or knowledge base and have experience with in-app guidance tools such as Appcues, WalkMe, Pendo, or similar platforms.

You have owned structured knowledge-management systems or information architecture at scale and driven adoption of self-service resources across internal and external audiences.

You are an excellent writer who can translate complex product functionality into clear, useful customer education.

You work effectively across Product, Support, Customer Success, and Implementation and can create order around fast-moving product changes.

You bring a systems-oriented approach to problem-solving and have researched, built, and driven adoption of new processes.

You can lead complex projects, set priorities, and delegate effectively while staying close to execution.

You have experience mentoring, coaching, or informally leading others and are interested in growing as a formal people manager.

You are organized, detail-oriented, and able to manage multiple content initiatives and deadlines at once.

You are curious about AI-enabled ways of working and eager to turn useful experiments into repeatable practices.

Nice to have

Experience producing multimedia learning content end to end, including scripting, video recording, and editing.