Director of Customer Education

Key Responsibilities:

• Ownership of north star metrics around customer education - time-to-value, activation depth, certification velocity, ticket deflection, and education's contribution to NRR.
• Stand up Loop Academy end-to-end - pick the LMS, design the information architecture, define the curriculum spine, and ship the first cohort of video walkthroughs and certification tracks personally.
• Ownership of all internal processes spanning instructional design, video production, written guides, in-product nudges, live cohorts and certifications - running it like a content studio.

Eligibility / Fit:

• Have 6-10 years of experience owning customer education, learning or academy functions inside SaaS, AI, consumer internet or fintech companies.
• Have personally written scripts, recorded videos, designed assessments and shipped certifications - not just managed people who do.
• Have a sharpened point of view on the LMS landscape, the authoring stack, and the difference between training that ships and training that actually lands behavior change.

Compensation:

• $100,000 - $125,000 a year.
• We may use AI tools to support parts of the hiring process, but final hiring decisions are made by humans.