Customer Education Lead

Company Overview:  
SAFR  from RealNetworks is a unified ecosystem specializing in face-based computer vision solutions optimized for real-world performance. Building on a legacy of digital media expertise and innovation, RealNetworks has created a new generation of products that employ best-in-class artificial intelligence and machine learning to enhance and secure our daily lives. 
Position Overview: 
SAFR is looking for a hands-on Customer Education Lead (hybrid) to own how our customers and partners learn to deploy, configure, and get the most value from our products.
This role will be responsible for building and managing SAFR’s customer education program across our technical product portfolio, including product documentation, online training courses, instructional videos, learning paths, and certification programs. You’ll work closely with Solutions Engineering, Support, Product, and Sales to turn complex technical information into clear, practical content that helps customers and partners succeed.
This is a builder role. We’re looking for someone who can set the direction for customer education while personally creating the documentation and learning content that brings it to life.  If you thrive on building customer education programs, turning complex technical products into clear and engaging learning experiences, and rolling up your sleeves to create documentation, courses, and videos, we want to hear from you!
 
What you’ll do:
 

• Own SAFR’s customer education strategy and plan across our products, customers, and channel partners.
• Develop structured learning paths for different audiences, including end users, administrators, integrators, and manufacturer resellers.
• Build and manage customer and partner certification programs where appropriate.
• Own the customer learning platform/LMS, including course organization, administration, reporting, and the overall learner experience.

 
Create Documentation & Learning Content

• Create and maintain clear, high-quality technical documentation, including installation guides, configuration guides, how-to content, troubleshooting resources, and knowledge articles.
• Design and build engaging online training courses that make complex technical products easy to understand and use.
• Create instructional and how-to videos, from developing content and scripts through recording and production.
• Establish standards and processes to keep documentation and training accurate, consistent, and up to date.

 
Partner Across the Organization

• Work closely with Product and Engineering to understand products and new capabilities, ensuring documentation and training are ready to support product releases.
• Partner with Solutions Engineering and Support to identify common customer questions, implementation challenges, and knowledge gaps that can be addressed through better education.
• Collaborate with Sales and other customer-facing teams to understand where better education can improve the customer and partner experience.

 
Learn and Use the product

• Develop enough technical fluency with SAFR to validate what we teach, understand where customers get stuck, ask the follow-up questions a customer would ask, and turn those insights into accurate, practical learning content.

 
Measure & Improve

• Use customer feedback, support trends, course usage, and other data to identify opportunities to improve documentation, training, and the overall education experience.
• Track the effectiveness and adoption of customer education programs and use those insights to continually improve them.
• Reduce dependency on one-to-one training and support by making it easier for customers and partners to find answers, build proficiency, and learn on their own.

 
What we are looking for:

• 7+ years of experience in customer education, instructional design, technical writing, technical training, or a related field, supporting B2B technology products.
• Exceptional ability to translate complex technical concepts into clear, practical and approachable content for audiences with different levels of technical expertise.
• Strong technical writing skills with hands-on experience creating customer-facing product documentation, such as installation guides, configuration guides, how-to content, and knowledge articles.
• Hands-on experience designing and building digital learning courses, instructional videos, tutorials, and other customer education content.
• Strong technical aptitude and curiosity, with the ability to quickly learn complex products and work effectively with Product, Engineering, Solutions Engineering, and Support subject-matter experts.
• Excellent organizational and project management skills, with the ability to independently drive multiple education and content initiatives from concept through completion.
• Keep occasional overlap with North American working hours — in practice, later afternoons or early evenings CET for internal calls and interviewing subject mater experts.
• A builder mentality: excited to establish and own a customer education program while personally doing much of the hands-on work.
• Comfortable using AI tools to accelerate content development, improve quality, and scale customer education, while applying sound judgment to ensure technical accuracy and consistency.
• Experience designing and implementing learning paths, certification programs is a plus
• Experience with enterprise security software, physical security, video, access control is a plus.