Director of Customer Education at Cloudinary
Job details
Cloudinary is seeking a highly motivated and strategic leader to serve as the Director of Customer Education. This individual will lead the development and execution of Cloudinary’s customer education and community strategies, ensuring that our global customers are empowered to unlock the full potential of our product suite. You will be responsible for managing a world-class education program and fostering our thriving user communities.
Responsibilities:
Customer Education Strategy: Lead the vision, strategy, and execution of customer education programs in our Cloudinary Academy, including instructional design, training initiatives such as Enterprise Custom Training and at-risk customer outreach, certification programs, and on-demand learning content.Community Engagement: Build and foster several vibrant, engaged customer communities such as our Customer Advisory Board and Community Feedback Committee through online platforms, forums, user groups, and eventsTeam Leadership: Manage and develop a team of customer education professionals, community managers, and instructional designers to drive success and growth across all educational and community-building initiatives, as well as participation in the Customer Success Leadership group Cross-functional Collaboration: Work closely with product, customer success, marketing, and sales teams to align education and community programs with business goals and product updates.Customer Advocacy: Serve as a key advocate for the needs of Cloudinary’s customers, ensuring their voices and challenges are reflected in educational content and community engagement.Performance Measurement: Define, track, and report on key success metrics for customer education and community engagement with ownership of the team’s Objectives and Key Results (OKRs), including adoption of the product’s revenue-generating use cases, engagement rates with coursework, and product adoption.About you:
Education: Minimum of a Bachelor’s degree in Business Administration, Instructional Design, Education, Journalism or a related field. Master’s degree is preferred.Experience: 8+ years of experience in customer education, community management, or a related field, with a proven track record of building and scaling education programs, preferably for SaaS-based companies with a primary developer audienceLeadership: Strong leadership skills with experience managing and growing teams, including remote and global teams.Communication: Excellent communication and presentation skills, with the ability to engage with customers at all levels, from beginners to experts.Instructional Design: Deep understanding of instructional design principles and best practices for both in-person and virtual learning.Community Management: Experience developing and managing online communities or customer advocacy programs.Collaboration: A collaborative leader who can work cross-functionally with diverse teams to achieve common goals.Technology Expertise: Familiarity with Cloudinary’s product offerings or similar digital media management platforms is a plus, as well as with tools used at Cloudinary for project management and efficiency, such as Jira, Confluence, Slack, Okta and Monday.com.Passion: A passion for educating and empowering customers to succeed.Bay Area or East Coast preferredDomestic Travel Required #LI-BP1
