Customer Education Lead

Department: Customer Experience

Employment Type: Full Time

Location: Remote - USA

Reporting To: Chief Customer Officer

Compensation: $115,000 - $125,000 / year

Description

Key Responsibilities

• Lead comprehensive, role-based end user onboarding for new customers across IDD, Behavioral Health, and Long-Term Care settings.
• Deliver live virtual and in-person training sessions tailored to audience type (frontline staff, program managers, administrators, clinical leads, executives).
• Establish a scheduled, facilitated virtual training program that runs as a standing service rather than as one-off sessions, including the facilitation model that allows it to scale beyond a single trainer.
• Develop and maintain a library of self-serve training resources including video walkthroughs, guided click-throughs, help articles, and quick reference guides.
• Offer end users more than one path to the same competency so that role, shift, and comfort with technology do not determine who succeeds.
• Design for continuous onboarding. Turnover in these settings is high, and new staff arrive long after an implementation has closed.

• Design a tiered, role-based curriculum spanning foundational training for all users, role-based and device-based workflow training, go-live readiness, and ongoing lifecycle education.
• Build and maintain high-quality training materials, including instructor-led presentations, facilitator guides, job aids, FAQs, compliance-focused workflows, and on-demand modules.
• Build a modular content library that can be assembled into universal, state-specific, and customer-specific programs without maintaining parallel content sets.
• Develop custom training programs and materials for state program partners and enterprise accounts as applicable.
• Partner with the Product team to develop training content for feature releases and product updates, ensuring materials are ready at launch.
• Update existing materials proactively when regulatory requirements, customer workflows, or product functionality changes.

• Build and administer end-user assessments that measure readiness against the competencies each role actually performs.
• Design skill-level certifications mapped to specific workflows (narcotic counts, for example) and role-level credentials that roll up from them.
• Define the assessment model, including pass thresholds, retry rules, role gating, expiration, and recertification cadence.
• Build humane retry and remediation paths so that a failed attempt leads to support rather than a dead end.
• Launch verifiable digital badges that staff can carry into their own careers, and explore recognition by industry credentialing bodies and state agencies over time.
• Ensure assessment and certification records are accurate and timestamped so they hold up in a compliance review or state survey.

• Evaluate, select, and own the technology and tooling necessary to enable a scalable training program. 
• Partner with CX, Product, and Engineering to contribute to a scalable training infrastructure that supports order-of-magnitude user growth without sacrificing consistency or quality.

• Design and lead a train-the-trainer program that enables CSMs to deliver consistent, confident training to their assigned accounts.
• Certify and coach customer Super Users to serve as internal training leads within their organizations.
• Build standardized training playbooks, delivery guides, and quality benchmarks for CSM and Super User trainers.
• Equip customer organizations to onboard their own new hires independently over time, rather than returning to Impruvon for every new staff member.

• Partner with the CCO on recruiting and hiring activities, including job description development, interview planning, and candidate evaluation.
• Onboard and train new team members, maintaining and improving onboarding guides and enablement materials.
• Support the growth and development of team members through regular 1:1 meetings, performance reviews, individual development plans, and coaching and mentorship.
• Formalize a subject matter expert contributor network across CSM, Support, and Product to review content accuracy on a defined cadence.
• Contribute to building a scalable Customer Experience organization capable of supporting continued commercial, enterprise, and state program growth.

• Partner with the Product team to stay ahead of the roadmap and ensure training materials reflect current functionality and best practices.
• Bring recurring learner confusion and support ticket themes back to Product as roadmap signal.
• Collaborate with CSMs to assess customer readiness, identify adoption gaps, and develop targeted training interventions.
• Support implementation timelines by delivering training at key readiness and go-live milestones.
• Contribute subject matter expertise on training strategy as Impruvon expands into new states and regulatory environments.
• Represent Customer Education in cross-functional initiatives and executive-level strategic discussions.

• Own the data governance model for training: what data appears at each stage of the learner journey, who is able to reach it, and under what safeguards.
• Partner with Compliance, Privacy, and Legal on HIPAA-appropriate handling of training data and on content licensing terms. On consequential decisions they hold sign-off, and this role is responsible for bringing them a defensible design early rather than a finished one late.
• Maintain the discipline that synthetic and de-identified data is used wherever real data is not required, including in scenario-based content and assessment questions.

• Monitor training outcomes and KPIs to identify improvement opportunities across content, delivery, and platform adoption.
• Gather customer and CSM feedback to continuously improve training effectiveness.
• Identify the learners the program serves least well, by role, shift, or site type, and close those gaps.
• Own the KPI framework linking training outcomes to NRR, CSAT, Renewal Rate, NPS, and Customer Health Score, and establish the baseline measurements needed to demonstrate that link over time.

• Staff Readiness / User Assessment Pass Rate — % of end users who pass platform assessments on first or second attempt within the onboarding window.
• Time to Certification — time from user creation to verified competency. Users who are not yet certified are not yet productive, making this the program's core throughput measure.
• Platform Adoption — adoption of core workflows post-training, tracked in part through reduction in how-to support ticket rate per active user.
• Feature Adoption — % uptake of newly released features among trained users within 60 days of launch.
• Training CSAT — average post-training satisfaction score (target: ≥ 4/5).
• Implementation Quality — corrections and rework required after a customer goes live.
• Trainer Certification Rate — % of designated CSMs and Super Users who have completed and passed the train-the-trainer program.
• Reach Across Roles and Shifts — assessment pass rates broken out by role, shift, and site type.
• Content Currency — % of training materials updated within agreed SLA following a product release or regulatory change.
• Program Scalability — users supported per training FTE as the user base grows.
• Learning-to-Outcome Correlation — training completion measured against documentation quality, exception rates, Customer Health Score, and renewals.

• Training Scales Without Headcount: The majority of end users are trained, assessed, and certified without a CSM in the room. Live delivery is reserved for facilitated sessions, go-live, and escalation.
• Readiness Is Verifiable: For any customer, at any time, we can say who is trained, who is certified, and who is overdue, and we can produce the record to prove it.
• Customers Onboard Themselves: Provider organizations bring on new hires using our training program as part of their own onboarding process, without needing to reopen an implementation.
• Go-Live Is a Confirmation: Staff arrive at go-live already practiced and already assessed, so launch day validates readiness rather than establishing it.
• The Program Reaches Everyone: Pass rates hold up across roles, shifts, and site types, not just among the most available and most technically confident learners.
• Team Excellence: You have built a small, high-performing team that feels supported, coached, and empowered, and the program no longer depends on any single person to deliver it.

Skills, Knowledge, & Experience

• 5+ years of experience in customer education, training, enablement, or L&D, including experience designing and delivering training curricula for end users of a healthcare SaaS platform.
• Experience building and maintaining comprehensive training materials — presentations, job aids, help documentation, video walkthroughs, and self-serve learning resources.
• Experience conducting structured training sessions both in-person and virtually.
• Experience selecting and implementing an LMS or comparable learning platform, including integrations and rollout.
• Experience partnering with Product and Engineering to shape in-product learning experiences, including writing requirements and advocating for roadmap priority.
• Experience designing certification and assessment programs, including pass standards and recertification models.
• Demonstrated ability to design and run a train-the-trainer program.
• Experience leading, hiring, onboarding, and developing team members.
• Demonstrated ability to design for varied learner needs, including role, schedule, accessibility, and a wide range of comfort with technology, rather than a single default path.
• Strong understanding of healthcare documentation standards and compliance-driven workflows, including HIPAA-aware handling of training data and sound judgment about when synthetic data is sufficient and when real data requires production-grade safeguards.
• Strong data orientation, with experience tying learning outcomes to retention, satisfaction, or health score measures.
• Excellent written and verbal communication skills, with the ability to translate complex workflows into clear, accessible guidance for users across a wide range of technical comfort.
• Ability to manage multiple concurrent projects and priorities in a fast-moving startup environment.
• Ability to travel up to 20% to support on-site customer training and onboarding.

• Experience working with IDD, Behavioral Health, or Long-Term Care provider organizations.
• Familiarity with state-regulated medication administration programs (e.g., Massachusetts MAP, or similar state programs).
• Experience training users on hardware or connected devices alongside software.
• Experience supporting value-based care initiatives, quality incentive programs, or regulatory compliance workflows.
• Background in healthcare operations, compliance, quality management, or healthcare IT.
• Familiarity with adult learning principles and instructional design methodologies (ADDIE, Kirkpatrick, etc.).
• Familiarity with SCORM/xAPI content standards and portable course authoring.
• Experience with accessible learning design, including WCAG awareness, mobile-first or low-bandwidth delivery, and multilingual content.
• Experience with digital badging or credentialing platforms and learning record stores.
• Familiarity with credentialing bodies such as NADSP, or with pursuing state-agency recognition.
• Experience with tools such as Loom, Scribe, Notion, or LMS platforms for content creation and delivery.
• Experience preparing organizations for audits, reporting requirements, or performance reviews.

Benefits

• Competitive compensation aligned with experience
• 100% company-paid medical coverage (base plan)
• Dental & vision available
• 401(k) retirement plan
• Company-paid life, AD&D, STD & LTD insurance
• Lifestyle Spending Account (wellness, personal use, and company swag)
• Flexible PTO + company holidays
• Flexible, remote-friendly work environment
• Mission-driven work with real impact on vulnerable populations