Customer.io is looking for a motivated leader who can develop and champion a multi-year vision for product learning at Customer.io. We believe our customers will get the best experience learning to use our platform when all of our education resources are guided by a unifying vision, and we’re looking for someone with the same values to make that a reality.
The right person for this role will be hands-on, opinionated and possess a unique blend of product education, content production and management experience. You’ll have the agency and creative control to develop and execute a plan that will expand our technical writing team to become a center of excellence for product education, including educational video production and curriculum design.
Some things you'll do:
- Talk to customers and develop a deep understanding and empathy for how users understand Customer.io, and how to close the most critical customer knowledge gaps
- Develop strategies and resource requests for product education and manage the deployment of those resources to achieve measurable goals
- Keep up on how the best SaaS companies are teaching their customers, and pushing for a high standard in our content
- Partner with the Brand Studio to develop video training content and kickoff the development of a customer training academy
- Manage the Technical Writing team to continuously improve our product documentation
- Collaborate with CX leadership and Growth teams to make product education a strategic, integrated part of the new customer experience
About you:
- 4+ years of experience in customer education, instructional design, and/or technical writing in a SaaS or technology company
- 1+ years in a people management role, with experience coaching and up-leveling your team
- You have experience developing long-term strategies, including resource planning, goal setting, and KPIs
- You have experience setting up measurement strategies that ensure training content is effective and high quality
- You have experience developing content for customer training academies, learning paths, certification programs or other similar experiences
- You’re comfortable conducting direct customer research and turning insights into actions
What we're looking for:
- Candidates should ideally be located in the Americas
- Time zone preference: 3hr working overlap with the Americas (GMT-5 to GMT-8)
- Familiarity with the needs and practices of marketers and/or growth teams is a significant plus
- A growth mindset and a willingness to receive and provide feedback, and learn from mistakes
- Ability to thrive with autonomy and ownership—you bias toward action, and are comfortable navigating ambiguity
- Comfort communicating asynchronously, including across time zones
Our mission at Customer.io is to power automated communication that people like to receive. Today over 4,700 internet businesses use Customer.io to manage, send, and track performance of emails, SMS, push notifications, and in-app messages. Unlike typical marketing platforms, Customer.io helps businesses increase relevance by using behavioral data: what people do or don’t do when logged in to a web or mobile app.
We are offering a salary range of $150,000 - $175,000 USD depending on experience. (This range is subject to adjustment up or down based on market rate that will be discussed with your Recruiter.)
Benefits at Customer.io include:
- Unlimited PTO - we encourage at least 20 vacation days (in addition to holidays and sick days) so that you can unwind, unplug, and recharge
- 16 weeks paid parental leave (including adoption and foster care)
- 100% paid insurance premiums for you and your dependents
- 401k retirement matching - up to 5% dollar-for-dollar match to retirement contributions
- $1,500 annual healthy lifestyle budget (for gym memberships, classes, fitness equipment)
- $250/monthly Remote Work Stipend to be used for home internet, cell phone, and other miscellaneous remote work costs
- $300/month co-working space rental reimbursement
- $2,000/yearly professional education budget for conferences, courses, workshops, books, etc.
- $1,500 home office budget to make sure your working space is ergonomic and just what you need to do your best work!
- One month sabbatical after five years at Customer.io
- We also have opportunities to meet in person with your peers throughout the year
All final candidates will be asked to complete a background check and employment verifications as part of our pre-employment process.
Customer.io recognizes the stifling impact of systemic injustice on diverse communities. We commit to using our influence to increase inclusion and equity within the tech industry. We strive to build an inclusive team culture, implement bias-free hiring practices, and develop community partnerships to expand our global impact.
Join us!
Check out our careers page for more information about why you should come work with us! We are passionate about our core values of Empathy, Transparency, Responsibility, and Awkwardness and are looking for new coworkers to share and build that passion!
How to apply
Apply at the link below and tell us why you're interested in the position. ****Tech and access permitting, we plan to respond to all applicants with a status update about your application.
Here's what you can expect from our hiring process:
- 30 minute intro call with a Recruiter
- 60 minute video call with the Hiring Manager
- 60 minute video call with Design & Marketing cross-functional parters - Portfolio Walkthrough & Take-Home review.
- 30 min video call with Chief Product Officer
