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Senior Manager, Customer Education (Remote)

Drata

Drata

Customer Service
United States
Posted on Monday, December 11, 2023

As the first Senior Manager of Customer Education at Drata, you will play a pivotal role in ensuring that our customers have the knowledge and resources they need to maximize the value they get from our platform. You will lead the development and execution of our customer education programs, training materials, and resources. This role will require a strong blend of technical expertise, instructional design skills, and a passion for helping customers succeed.

You will work proactively with the team to continue to optimize and enhance the customer education, while playing a major role in shaping Drata's future vision for customer support. You want to make an impact and don’t mind getting your hands dirty; ownership and accountability are core values central to who you are.

What you’ll do:

  • Develop and Execute Customer Education Strategy: Collaborate with cross-functional teams to define and execute a comprehensive customer education strategy that aligns with Drata's business goals.
  • Content Creation: Create and curate a variety of educational materials, including video tutorials, written guides, webinars, and other resources to help customers understand and use the Drata platform effectively.
  • Instructional Design: Apply best practices in instructional design to create engaging and effective learning experiences for customers.
  • Training Programs: Develop and manage training programs tailored to different customer segments, including end-users, administrators, and technical teams.
  • Onboarding and Certification: Design and implement customer onboarding programs and certification processes to ensure customers achieve proficiency in using Drata.
  • Feedback Collection: Gather feedback from customers to continuously improve our education materials and programs.
  • Cross-Functional Collaboration: Collaborate with product managers, customer support, and marketing teams to ensure educational content aligns with product updates and customer needs.
  • Metrics and Reporting: Track and analyze the impact of customer education initiatives using relevant metrics and data to measure effectiveness.
  • Team Management: Build and lead a team of customer education professionals, providing guidance, mentorship, and support to achieve department goals.

What you’ll bring/Requirements:

  • Bachelor's degree or experience in a related field (Instructional Design, Education, Computer Science, etc.).
  • Minimum 6+ years of customer education experience with minimum of 5+ years of experience in a leadership or management capacity.
  • Proven experience in customer education, training, or instructional design, preferably in a SaaS or tech-related industry.
  • Strong project management skills with the ability to manage multiple initiatives simultaneously.
  • Excellent written and verbal communication skills.
  • Technical proficiency and the ability to understand complex software systems.
  • Experience with Learning Management Systems (LMS) and eLearning tools is a plus.
  • Ability to work independently, take initiative, and drive projects to completion.
  • Passion for cybersecurity and compliance is a plus.

Benefits:

  • Health & Wellness: 100% coverage for medical, dental, and vision plans - for employee and dependents + on demand health care concierge
  • HSA, FSA, & DCFSA: Pre-tax savings plans for healthcare and dependent care
  • Company sponsored Life & AD&D, short term disability, long term disability
  • Learning & Development: $500 annually towards professional development opportunities + $250 annually towards personal development opportunities
  • Flexible Time Off: Flexible vacation policy for strong, fully charged batteries
  • 16 Weeks Paid Parental Leave: An inclusive policy to ensure you have time with your newborn, newly adopted, or foster child
  • Work Remotely: Flexible hours and work from home + $1,000 annually to cover necessary business related items for your home office
  • 401K: Reach your financial goals while reducing your taxes
  • Employee Assistance Program: Services to help promote well-being and enhance the quality of life for you and your family

This role will receive a competitive base salary, commission, benefits, and equity. The applicable salary range for each US-based role is based on where the employee works and is aligned to one of 3 tiers based on the cost of labor for that geographic area. The expected salary ranges for this role are set forth below.

Tier 1: $149,175 - $184,275

Tier 2: $134,258 - $165,848

Tier 3: $119,340 - $147,420

You can view which tier applies to where you plan to work here. A variety of factors are considered when determining someone’s leveling and compensation – including a candidate’s professional background and experience. These ranges may be modified in the future and final offer amounts may vary from the amounts listed above.

Please continue to apply if you are unsure that you fit into our compensation structure.


Drata is on a mission to help build trust across the internet.

Drata is a security and compliance automation platform that continuously monitors and collects evidence of a company's security controls, while streamlining compliance workflows end-to-end to ensure audit readiness.

We all recognize the importance of earning and keeping the trust of our customers when it comes to protecting their data. We've felt firsthand how burdensome achieving and maintaining a strong security and compliance posture can be at a fast-growing company. It’s a manual, redundant, error-prone, and unscalable process - and it only grows more complex and expensive over time.

Our team of SaaS, security, compliance, and audit experts have built a better way - with automation.

Employment at Drata is based solely upon individual merit and qualifications directly related to professional competence. We strictly prohibit unlawful discrimination or harassment on the basis of race, color, religion, veteran status, national origin, ancestry, pregnancy status, sex, gender identity or expression, age, marital status, mental or physical disability, medical condition, sexual orientation, or any other characteristics protected by law. We also make reasonable accommodations to meet our obligations under laws protecting the rights of the disabled.