Job Description
Lead the strategy by defining the customer education vision, roadmap, and outcomes across onboarding, feature adoption, maturity, and community learning. Build frameworks and learning journeys tailored to firm personas, roles (admin, partner, staff), and lifecycle stages. Align customer education with company goals (retention, adoption, time to value, and CSAT). Manage and coach the team through coaching, prioritization, and performance management while also fostering growth and continuous innovation. Build a culture of excellence in instructional design, cross-functional collaboration, and customer-first thinking. Guide the production of high-quality training content: on-demand courses, live sessions, and certifications; leveraging AI tools to streamline production, generate personalized experiences, while ensuring content remains current. Personally contribute to content creation, especially for strategic initiatives, new product releases, or high-impact training. Oversee Delivery & Measurement, owning the learning tech stack (LMS, certification systems, content libraries) and process for delivering live and asynchronous training. Define and track KPIs tied to product usage, activation, customer maturity, and enablement impact.
About Karbon
Karbon is the global leader in practice management software for growth-minded accounting firms.