Customer Education Manager

About the Company

Almabase provides a Digital Engagement Platform, Events, and Giving tools to help organizations engage their communities.

Responsibilities

• Diagnose customer education gaps by partnering with CS, Support, and Product
• Decide education strategy and medium selection (KB, courses, email, webinars)
• Build education content using AI tools like Claude for drafting and production
• Own and maintain the knowledge base across all products
• Create onboarding courses and customer communications for feature launches
• Enable internal teams by creating training resources for CS and Support
• Define and track education KPIs including support ticket deflection and feature adoption
• Use outcome data and customer feedback to continuously iterate on content

Requirements

• 2+ years in customer education, enablement, or B2B SaaS roles
• Proven experience owning the full education loop from diagnosis to measurement
• Experience building multi-format content (KB articles, courses, emails)
• Proficiency using AI tools for content production and refinement
• Hands-on experience with writing and recording screen walkthroughs
• Strong cross-functional collaboration skills with Product and CS teams

Preferred Qualifications

• Experience as an early hire building an education function from scratch
• Experience writing content structured for AI bot resolution (Intercom, Zendesk)
• Familiarity with LMS or academy platforms
• Proficiency with tools like Notion, Intercom, and screen recording software