Key Facts

Remote From:

United States

Full time

Senior (5-10 years)

English

Hard Skills

Other Skills

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Quality Assurance
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Humility
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Communication
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Teamwork
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Strategic Thinking
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Problem Solving

Roles & Responsibilities

5–8+ years in Customer Education, Instructional Design, Product Education, or a similar B2B SaaS role with program ownership.
Ability to be both a strategic owner and hands-on builder in a lean, team-of-one environment.
Strong instructional design and storytelling skills for technical and analytics-heavy topics (engineering workflows, metrics, AI features).
Experience designing for multiple formats: self-paced courses, webinars, workshops, in‑app guidance, and CSM-led enablement.

Requirements:

Define and own the 12–18 month Customer Education roadmap aligned to Jellyfish product launches, AI capabilities, and key customer personas.
Design persona- and use-case-based journeys with modular assets that can be reused across Academy, in-app, Help Center, and campaigns, including AI-enabled personalization.
Own the full lifecycle for priority programs and assets (discovery → outline → build → launch → iterate) and create and maintain Jellyfish Academy courses, live education, and in-app learning in partnership with Product and PMM.
Partner cross-functionally with Product, PMM, CS, and Support to turn common questions and adoption blockers into scalable learning experiences and equip CSMs with reusable assets; define and track core education KPIs to guide iterations.

Job description

Customer Education Manager

The Role

We’re hiring a Customer Education Manager to own strategy and execution for Customer Education at Jellyfish.

You’ll be a team of one responsible for setting the education roadmap with Product and Success, and building and running the programs that drive adoption—Academy content, webinars, in‑app and CSM-led education plays.

What You’ll Own

Strategy & Roadmap: Define the 12–18 month Customer Education roadmap aligned to Jellyfish product launches, AI capabilities, and key customer personas, and prioritize where education moves the needle most.
Personalized Education at Scale: Design persona- and use-case-based journeys that can be lightly tailored by account/segment, break content into modular assets (short lessons, clips, tours, job aids) that can be reused across Academy, in-app, Help Center, and campaigns, and explore and apply AI-enabled workflows for personalization.
Program & Content Delivery: Own the full lifecycle for priority programs and assets (discovery → outline → build → launch → iterate) and create and maintain Jellyfish Academy courses and paths for core use cases and personas, live education (webinars, workshops) that CSMs can reuse (decks, scripts, recordings), and in-app and “just in time” learning in partnership with Product and PMM (tours, checklists, callouts).
Cross-Functional Partnership: Partner with Product and PMM on launches and roadmap to decide which features and workflows need formal education support, partner with CS and Support to mine common questions and adoption blockers and turn them into scalable learning experiences, and equip CSMs and IEs with reusable assets and plays so they can personalize the last mile without reinventing content every time.
Measurement & Iteration: Define and track core education KPIs and use data and feedback to decide what to improve, retire, or double down on and to inform the next iteration of the roadmap.
Operational Excellence (Team of One): Own the education tool stack (LMS, authoring/video tools, in‑app guidance) and lightweight processes for course creation and updates, and pull in internal SMEs or contractors for spikes in production while keeping standards, narrative, and final quality with you.

What You Bring

5–8+ years in Customer Education, Instructional Design, Product Education, or a similar B2B SaaS role, including program ownership, not just content production.
Demonstrated ability to be both a strategic owner and hands-on builder in a lean, team-of-one environment.
Strong instructional design and storytelling skills for technical and analytics-heavy topics (engineering workflows, metrics, AI features).
Experience designing for multiple formats: self-paced courses, webinars, workshops, in‑app guidance, and CSM-led enablement.
Comfort working cross-functionally with Product, CS, Support, and Marketing, and ability to synthesize stakeholder input into focused, learner-centered programs.
A data- and outcome-oriented mindset; you care less about content volume and more about what changes for customers and CSMs.

Nice to have

Experience with LMS and authoring tools (for example, Articulate 360) and video tools (for example, Camtasia, Vidyard).
Background in Developer Tools and the software engineering industry.

A list of job experiences and qualification requirements is great, but humility, a performance-driven attitude, and a team-player approach are most important to us. We love to have fun and win in the process. We only hire people who have a passion for building great companies in an environment where a sense of humor is a must.

Occasional travel may be required.

Applicants must be authorized to work for any employer in the US. We are unable to sponsor or take over sponsorship of an employment visa at this time.

Let’s talk about us!
This is all about you, but you want to know a little about us. Jellyfish enables leaders to effectively build AI-integrated engineering teams, align engineering decisions with business initiatives and deliver the right software efficiently and on time. AI tools alone won’t transform your org—Jellyfish shows you what’s working, what’s not, and how to build high-performing teams that know how to use AI the right way.