Director, Customer Education & Community

As the Director of Customer Education & Community, you are responsible for planning, executing, and evaluating day-to-day self-serve content that is high-quality, relevant, and engaging to help Pluralsight customers achieve their business outcomes. You’ll create strategic content across a variety of different formats, but primarily written and video via webinars. You’ll collaborate closely with fellow members of the Customer Success, Marketing, and Product teams to create engaging and effective educational content. A successful candidate has a strong background in customer strategy, and is an exceptional storyteller and writer. You’ll have a thorough understanding of the B2B SaaS landscape and consider yourself a life-long learner.

Our mission is to enable our customers to grow through self-serve content, so you’ll be playing a critical role in helping both Pluralsight and its customers achieve business goals.

The Director of Customer Education & Community will be part of the Customer Success team and report to the Sr. Director of Digital Success.

Who you’re committed to being:

• An expert of operations within customer success, product, and customer education teams.
• A project leader, delivering solutions of varying size and complexity.
• Strong interpersonal skills with ability to clearly explain sophisticated issues to a range of audiences.
• Strong communication skills

What you’ll do:

• Build, operate, and lead a cohesive 1:many webinar series with evergreen content and unique content based on new trends and customer needs.
• Create engaging content aimed at just-in-time resources that help our customers more effectively get the most out of their Pluralsight subscriptions. You will evaluate data to determine engagement and success metrics and identify opportunities for improvement.
• Partner with customer success and marketing leadership to develop and support Pluralsight Customer User Groups and Community
• Make data driven decisions. You will leverage qualitative and quantitative data to determine learning gaps and use that information to iterate and improve. You will work collaboratively to understand how to measure the performance of our content—what’s resonating, what’s driving traffic, what’s reducing support tickets, what has a high CSAT rating—and you’ll use data to help make recommendations about what content we should create.
• Pitch content ideas. You’ll understand Pluralsight customers, their challenges and opportunities, and you’ll regularly contribute ideas for high-quality content.
• Collaborate with stakeholders. You’ll work closely with internal and external teams to identify educational needs and create solutions.
• Scope and plan projects. You will lead projects, manage timelines and deliverables, work with subject matter experts, and evaluate success.

Experience you’ll bring:

• Experience working with CRM platforms (e.g., Salesforce) and customer success tools (e.g., Gainsight, Pendo, Zendesk, Tableau) is a plus
• Exposure to multiple project management methodologies a plus
• Prior experience in customer success, customer education, marketing, or product or other customer-facing roles, or in supporting these types of teams.
• Experience in SaaS and recurring revenue businesses.
• Experience in complex organizational settings (e.g., PMO, geographically dispersed teams, etc.).

Requirements:

• Bachelors Degree
• 10 Years experience with self-serve customer education strategies.
• 5+ Years experience running large, cross-functional projects.

Travel Requirements:

While Pluralsight operates under a remote and hybrid work model, we believe that in-person connection and collaboration are important. Recurring travel to our HQ in Utah may be required depending on the role and team member location.

Why you’ll love working here:

• We’re remote- and hybrid-friendly
• We’re mission driven and guided by our culture pillars
• We have a strong commitment to diversity and belonging
• We cultivate a culture of trust, autonomy, and collaboration
• We’re lifelong learners and champion team member growth and advancement
• We’ve got you covered – team member benefits include competitive compensation packages, medical coverage, unlimited PTO and Summer Fridays, wellness reimbursements, Pluralsight subscription, professional development funds and more.