Director, Customer Education & Enablement

About this role

CreatorIQ is the operating system for creator-led growth trusted by more than 1,300 global brands and agencies.

We’re on a mission to make businesses more human, and humans more impactful. We operate by our values — be intentional, pursue excellence every day, embrace the journey together, and be a good human — every day. CreatorIQ has earned the title of best companies to work for in multiple programs, including BuiltIn LA and NY. It’s been named a Fastest-Growing Company in North America on the Deloitte Technology Fast 500™ for four years, was named a leader in IDC MarketScape: Worldwide Influencer Marketing Platforms for Large Enterprises in 2025, was named a Leader by The Forrester New Wave™: Influencer Marketing Solutions, and has been consistently recognized by G2 as a Leader, and is rated 5 stars on Influencer MarketingHub. We operate in a flexible work model that combines both in-person and remote work to boost collaboration, enhance innovation, and adapt to individual work styles.

We're seeking passionate, innovative minds to join our journey. Be a part of our dynamic team and let's transform the industry together!

DIRECTOR, CUSTOMER EDUCATION & ENABLEMENT

CreatorIQ is seeking a Director, Customer Education & Enablement to shape how customers and the teams that support them. Through building confidence and proficiency with the platform. This role extends beyond content creation, leading the end-to-end learning experience that drives product understanding, customer adoption, and long-term success. By bringing together self-service education, scalable learning programs, strategic account enablement, and customer-facing team enablement, this leader will help create a consistent and impactful learning experience across every customer touchpoint.

This is an outcomes-focused role that contributes to customer adoption, retention, time-to-proficiency, and the overall customer experience. The Director will partner closely with Product, Customer Success, Support, Implementation, and other cross-functional teams to ensure education is aligned with customer needs and business priorities. While collaborating with Internal Learning & Development and Revenue Enablement, this role is dedicated to customer education and enablement rather than enterprise-wide employee learning.

You will own five interconnected pillars:

- Customer Education Strategy (self-serve and scaled)

- Customer-Facing Team Enablement (CS, Support, Implementation)

- Strategic Account Enablement (SAG) Services

- Launch Readiness

- Education Innovation & AI

In this role, you’ll get to:

Set Strategy for Customer Education & Enablement

- Define a unified strategy spanning self-serve education, scaled training, and customer-facing team enablement.

- Build a multi-year roadmap tied to adoption and retention outcomes.

- Establish metrics that demonstrate education's impact on adoption, retention, support deflection, and Services revenue.

- Represent customer education and enablement in executive and cross-functional forums.

Own Self-Serve Education & Content

- Lead Help Center, knowledge base, onboarding, and in-app education strategy (e.g., Appcues).

- Define content architecture, editorial standards, and quality benchmarks.

- Optimize content for discoverability across search, AI retrieval, and in-app linking.

- Use analytics and customer feedback to continuously improve self-serve content.

Lead Scaled Customer Training & Academy

- Oversee the global strategy for live and on-demand customer training.

- Build structured learning paths, a product academy, and certification programs that deepen customer expertise and reduce support volume.

- Manage LMS strategy, governance, and long-term evolution.

- Evolve curriculum using training data, support trends, and the product roadmap.

Own Customer-Facing Team Enablement

- Coordinate the enablement of customer-facing teams (Customer Success, Support, Implementation) on platform and product knowledge, so education is reinforced at every customer touchpoint.

- Identify and close platform-knowledge gaps across customer-facing teams, partnering with CS, Support, and Implementation leadership to raise competence where it most affects adoption and retention.

- Build repeatable enablement processes and reinforcement mechanisms that turn content into applied knowledge across the teams customers rely on.

Scale Strategic Account Enablement (SAG) Services

- Manage packaging, pricing, success metrics, and the operating model for SAG enablement services.

- Partner with Services and CS leadership on scoping, renewals, and expansion.

- Forecast demand and scale staffing and content accordingly.

Drive Launch Readiness

- Own cross-functional launch-readiness standards so every release ships education-ready.

- Partner with Product and Engineering to plan education deliverables proactively as new features and releases ship.

- Coordinate release communications and customer impact with Support and CS.

Lead Education Innovation & AI

- Guide the technology and AI roadmap for customer education and enablement.

- Identify and implement AI-driven solutions for content creation, personalization, delivery, and analytics on knowledge gaps and completion.

- Build business cases for new investments that balance ROI and scalability.

Build, Lead, and Develop the Team

- Support and mentor a team across Product Education and Customer Enablement.

- Establish clear roles, career paths, and performance standards.

- Scale the team sustainably through hiring and development.

What Success Looks Like

- A unified education and enablement strategy executing against clear adoption and retention targets.

- Self-serve education updated within SLA of every product release.

- Customer-facing teams are measurably more confident and competent on the platform.

- Scaled training and certification programs driving adoption and CSAT.

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