Sr. Manager, Customer Education Programs

Job Description

Job Description Senior Manager, Customer Education Programs Zendesk’s Digital CX team is building the future of how customers connect, learn, and grow with Zendesk — and education is at the heart of that mission. From onboarding new customers to deepening adoption of AI and advanced CX features, we believe great education fuels great customer outcomes. We’re looking for a strategic, hands-on Senior Manager of Customer Education Programs to design and scale a global learning ecosystem that empowers every Zendesk user — customers, partners, and advocates — to master our products and realize value faster.

This leader will build the foundation for free, retention-focused education experiences, evolve Zendesk’s certifications, and connect learning programs to measurable improvements in adoption and GRR. It’s a ground-up opportunity to shape a high-impact function within Zendesk’s Digital CX team, working directly with senior leaders across Product, Success, and Marketing to deliver learning that scales with our customers. What you’ll do Build and scale Zendesk’s education strategy & team. Own and operationalize a global Customer Education roadmap — spanning self-paced learning, in-product education, and partner enablement — that drives product adoption and retention.

Build, manage and improve a small team to scale out impact. Evolve certification programs.

Manage and continuously improve Zendesk’s global certification programs, modernizing learning experiences and ensuring alignment with the latest product capabilities and customer skill needs. Design programs for scale. Architect the systems, data flows, and success metrics to measure impact on customer behavior, usage, and value realization.

Ensure content is accessible globally and localized where needed. Leverage AI to accelerate learning. Partner with AI and Knowledge teams to incorporate intelligent recommendations, content summarization, and personalization into learning journeys.

Use AI insights to identify knowledge gaps and optimize program delivery. Collaborate across functions.

Partner closely with Instructional Design, Product Marketing, Success, and Partner teams to co-develop content and learning paths. Align education experiences to major product launches, adoption campaigns, and scaled success motions. Integrate learning across the customer journey.

Collaborate with Community, Knowledge, and Product teams to embed learning moments directly in Zendesk’s self-service and in-product experiences, ensuring customers can learn as they work. Build the foundation. Stand up core infrastructure — from LMS governance to analytics — while recruiting and mentoring a small, distributed team.

Establish operating rhythms, feedback loops, and scalable playbooks for future growth. Prove impact. Define and track KPIs linking education to adoption, retention, and customer satisfaction.

Report insights regularly to CX and Product leadership, shaping investment priorities. What you bring Experience: 6+ years in Customer Education, Enablement, or scaled Learning roles at a B2B SaaS company, with 2+ years leading teams. Bonus if you’ve built programs from the ground up.

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