Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Tailor your resume to this Customer Education & Content Manager role.
Rezi rewrites your resume against Secureframe's job description. Free.
Tailor your resume to this Customer Education & Content Manager role.
Rezi rewrites your resume against Secureframe's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the Customer Education & Content Manager posting at Secureframe — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the Customer Education & Content Manager posting at Secureframe — free, in seconds.
About the Role
The Customer Education & Content Manager will own the creation and management of all customer learning resources, including product walkthroughs, compliance training courses, and internal enablement materials for Sales, Implementation, and Channel Partners. This role sits within the Customer Experience team and reports to the Director of Support. Scalable self-serve education is crucial for growing our SMB and mid-market customer base, reducing time-to-value, and driving product adoption.
Responsibilities
- Reduce inbound support tickets on trainable topics by building structured, self-serve learning paths across CMMC, FedRAMP, SOC 2, ISO 27001, HIPAA, and core product features.
- Increase self-serve adoption for SMB and mid-market customers by ensuring every top-trafficked help center article has a companion video walkthrough.
- Drive deeper platform engagement through certification and completion-based programs.
- Maintain a current, accurate video library covering every major feature and workflow.
- Produce micro demos and short-form walkthroughs for high-frequency "how do I" questions.
- Script and produce release videos in collaboration with Product and Marketing.
- Ensure onboarding video content reflects the latest product UI at all times.
- Create and maintain enablement content for Sales, including demo scripts, competitive positioning, objection handling videos, and product update summaries.
- Create and maintain enablement content for Implementation, including onboarding runbooks, handoff guides, and process walkthroughs.
- Build a channel partner enablement library for resellers and MSPs.
- Drive active usage of the academy by partnering with Product and CS teams to surface content at key moments in the customer lifecycle.
- Measurably reduce the volume of 1:1 training, walkthrough, and "show me how" requests handled by CSMs.
- Own the content strategy for the Comply AI knowledge base.
- Track and report on education KPIs, including course completion rates, video engagement, support ticket deflection, and time-to-value metrics.
- Identify content gaps by reviewing support ticket trends, help center analytics, and cross-functional feedback.
Requirements
- Experience launching or scaling a customer education function from scratch.
- Thrives in cross-functional environments, requiring partnership with Product, Marketing, CX, CS, and Implementation.
- Comfortable producing high-quality screen recordings with voice narration using modern tools (Loom, Camtasia, ScreenFlow, or similar).
- Strong written communication and scripting skills.
- Experience with LMS platforms (Skilljar, Gainsight CE, Northpass, Docebo, or similar).
- Technical fluency with SaaS products, able to navigate and explain complex platform workflows.
- Ability to prioritize a content backlog using data.
- 3+ years of experience in SaaS, ideally in a content, education, enablement, or instructional design role.
- Background in GRC, compliance, or security awareness training.
- Experience building and running a customer certification or badging program.
- Comfort on camera for webinars or live training sessions.
- Experience building channel or partner enablement programs.
Skills
- Customer Education
- Content Creation
- Product Walkthroughs
- Compliance Training
- Sales Enablement
- Implementation Enablement
- Channel Partner Enablement
- Screen Recording
- Voice Narration
- Written Communication
- Scripting
- LMS Platforms
- SaaS Products
- GRC
- Compliance
- Security Awareness Training
- Certification Programs
- On-Camera Presence
- Partner Enablement Programs
Location
- Office-based (within a defined radius of a Secureframe office)
Work Type
- Hybrid (approximately 30% in-office)
- Remote-first (with travel for offsites)
Experience Level
- 3+ years of experience in SaaS
Salary/Compensations
- Industry-competitive salary and equity
Benefits
- Medical, dental, and vision benefits for you and your dependents
- Flexible time off
- 401(k)
- Paid family leave
- Ground floor opportunity as an early member of the team
About the Company
- Secureframe is revolutionizing cybersecurity compliance and is recognized as an industry innovator.
- We provide advanced technology solutions that safeguard thousands of businesses worldwide.
- Featured in Forbes, TechCrunch, and The Wall Street Journal for our transformative impact.
- Our mission is to provide seamless, secure compliance solutions.
- We foster an environment that values creativity and forward-thinking.
- Backed by top VCs including Kleiner Perkins, Accomplice, Gradient Ventures, BoxGroup, and Village Global.
Equal Opportunity
- Secureframe is an equal opportunity employer.
- We aim to create an environment where every team member feels they belong.
- We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
- Collaboration, connection, and having fun with colleagues is an important part of our culture as a remote first company.
- All employees must be able to travel by air to company offsites two to four times per year.
- Official communication and job offers are sent from @secureframe.com email addresses.
- We never ask for payments or fees from job applicants.