Customer Education Manager, Beacon
SKILLS
FULL DESCRIPTION
Customer Education Manager, [Employer hidden — view at passion-project.co.uk]
Design e-learning courses for a charity CRM
Salary: £50k
Experience Level: Mid level
Location: London
Work Type: 3-4 days a week in office (Shoreditch, London)
About the Company
A modern CRM for charities
21-100 employees
B2B
SaaS
Charity
Who you are
You’ll have relevant experience in a SaaS customer education or instructional design role. You’re as comfortable diving into the technical nuances of a software platform as you are explaining them to a non-technical user.
You'll need:
- Proven experience in SaaS customer education, specifically building out academies or other long-form educational content
- Flawless written English, with the ability to write charming and pithy prose
- The ability to pick up new things quickly and communicate them in easy to understand language
- An eye for design and keen attention to detail
- A high level of software literacy, comfortable navigating complex software and understanding how different data and features interact
- A penchant for understanding the wider context and outcomes for a feature, not only the detail or ‘how-to’
- Strong video production skills, including the ability to script, record, and edit high-quality instructional videos
- A proactive, agile mindset, comfortable working in a fast-paced environment where the product is constantly improving
Desirable
- 3+ years of experience in Customer Education, Instructional Design, or Learning Experience Design
- Knowledge of the charity sector, especially fundraising teams
What the job involves
Your focus will be on owning the online educational journey for our customers, ensuring they have the knowledge and confidence to be successful with [Employer hidden]. You’ll do this by creating thorough and engaging courses for our e-learning academy, Lighthouse (https://lighthouse.beaconcrm.org/), through both text-based and video lessons. This role requires a blend of writing talent, creativity for design and video production, and the curiosity to get under the hood of a complex software product.
You will:
- Design and maintain high-quality educational courses that cover both the basics and advanced functions
- Produce concise videos and graphics that simplify tricky concepts
- Collaborate with the Product team to ensure educational materials are ready for new feature launches
- Work closely with Success and Support colleagues to identify areas where customers struggle and develop targeted resources to address them
- Maintain the [Employer hidden] voice and branding across all educational touch-points
- Work with the Head of Customer Success to manage the pipeline for Lighthouse, targeting our educational content to drive feature adoption and best-practice usage
4-day week, working with charities & tech for good
Application process
- Application - Pro tip: don't use AI to write your cover letter; they all look the same!
- Phone interview - 20 minutes with Head of Customer Success (Ben)
- Video interview - 1 hour
- Final stage session in-person at [Employer hidden]’s office - 3 hours
Our office is wheelchair accessible
We’re happy to pay for appropriate travel costs if this would impact your ability to attend in-person
If there is anything that we can do to improve the accessibility of any of these stages for you, please let us know