Customer Education Manager

About the Job:

LaunchDarkly is seeking a dynamic and experienced Customer Education Manager to lead our customer education initiatives and the LaunchDarkly Academy. This role is critical in ensuring our customers understand and utilize our platform effectively, driving adoption, satisfaction, and success in a scalable format.

Responsibilities:

• Design, develop, and deliver comprehensive educational programs and resources, including e-learning modules, webinars, workshops, and documentation tailored to various customer segments and needs.
• Create and manage onboarding programs to ensure new customers have a seamless and effective start with LaunchDarkly, accelerating their time-to-value.
• Produce high-quality educational content, such as video tutorials, user guides, FAQs, and best practice documentation, to enhance customer knowledge and usage of our platform.
• Work closely with Customer Success, Sales, Product, and Marketing teams to identify learning gaps and opportunities, ensuring alignment and consistency in customer communication and training efforts.
• Establish and track key performance indicators (KPIs) to measure the effectiveness of LaunchDarkly Academy, continuously improving based on feedback and data-driven insights.
• Collect and analyze customer feedback to refine and enhance learning materials and programs, ensuring they meet customer needs and drive engagement.
• Facilitate live training sessions, both virtual and in-person, to educate customers on best practices, new features, and advanced usage of the LaunchDarkly platform.
• Foster a community of practice among customers by organizing user groups, forums, and other engagement activities to share knowledge and best practices.

About You:

• Customer-centric mindset with a passion for helping others succeed.
• Strong project management skills with the ability to handle multiple initiatives simultaneously.
• Data-driven approach to measure and improve program effectiveness.
• Ability to work collaboratively across teams and build strong relationships.
• Self-starter who exhibits accountability and strong organizational skills
• You thrive in a fast paced environment, appreciate and demonstrate flexibility as needed
• You’re a do-er with a bias towards action and creative problem-solving

Qualifications:

• 5+ years in B2B SaaS in instructional design and eLearning development
• Strong instructional design and content creation skills.
• Excellent communication and presentation skills.
• HTML & CSS experience.
• Ability to translate technical concepts into easily understandable content.
• Proficiency in e-learning development tools and Skilljar, our learning management systems (LMS).
• Experience with video production and editing tools.

Pay:

Target pay ranges based on Geographic Zones* for Level P4:

• Zone 1: San Francisco/Bay Area or New York City Metropolitan Area: $165,000 - $194,000**
• Zone 2: Boston, DC, Irvine, LA, Monterey, Santa Barbara, Santa Rosa, Seattle: $148,000 - $175,000**
• Zone 3: All other US locations: $140,000 - $165,000**

LaunchDarkly operates from a place of high trust and transparency; we are happy to state the pay range for our open roles to best align with your needs. Exact compensation may vary based on skills, experience, and location.

*Within the United States, our geographic pay zones are defined by counties surrounding major metropolitan areas.
**Restricted Stock Units (RSUs), health, vision, and dental insurance, and mental health benefits in addition to salary.

About LaunchDarkly:

Modern software delivery was supposed to be the foundation for a thriving digital business but reality has proven otherwise. Slow, inefficient development cycles, costly outages, and fragmented customer experiences are preventing developers from building their best software. The LaunchDarkly platform helps developers innovate on new features faster while protecting them with a safety valve to instantly rewind when things go wrong. Developers can target product experiences to any customer segment and maximize the business impact of every feature. And by gradually rolling out new application components, they escape nightmare "big-bang" technology migrations. 

The LaunchDarkly platform was built to guide engineers to the next frontier of DevOps by:

• Improving the velocity and stability of software releases, without the fear of end customer outages
• Delivering targeted experiences by easily personalizing features to customer cohorts
• Maximizing the business impact of every feature through the ability to experiment and optimize
• Coordinating the release and optimization of software to provide consistent experiences across mobile platforms and device types
• Improving the effectiveness and productivity of engineering teams, by providing insights into engineering cadence and stability

At LaunchDarkly, we believe in the power of teams. We're building a team that is humble, open, collaborative, respectful and kind. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status. LD invites any applicant to review our written Affirmative Action Plan. To do so, contact People Ops at [email protected]. 
One of our company values is 'Widen the Circle'. Which means we seek out diversity of perspectives to get better results. We understand everyone has their own unique talents and experiences. We encourage you to apply to this role even if you don’t think you meet 100% of the qualifications outlined above. We can find out together if it's the right match for your skillset.

Do you need a disability accommodation?

Fill out this accommodations request form and someone from our People Operations team will contact you for assistance.