Customer Education Manager (Remote - US)

Why join Nextech?

We are a leader in specialty healthcare technology solutions.

We’re committed to hiring and retaining talent, which is why we invest in our employees through competitive pay, a generous bonus structure, great healthcare, a comprehensive wellness program, and many other benefits.

If you are a software engineer, finance or accounting professional, customer support specialist, or a business development expert with a passion for healthcare technology (just to name a few), we want to hear from you.

We are an equal opportunity employer with a commitment to diversity.  All individuals, regardless of personal characteristics are encouraged to apply. If you are a candidate in need of assistance or an accommodation in the application process, please contact [email protected].

Job Summary:

As the Customer Education Manager, you will play a critical role in empowering our customers to get the most value from our products by providing them with the tools and resources they need to succeed. You will be responsible for building a customer education program from the ground up that will serve as a key resource for our customers to solve problems, improve product knowledge, and enhance their overall experience with our services. 

This program will be a central part of our customer success strategy, enabling customers to self-serve by accessing clear, easy-to-understand content such as articles, how-to guides, and instructional videos. You will collaborate closely with various internal teams, including Implementation, Customer Support, Client Success, and Consulting, to identify areas where educational content can address customer needs, reduce the need for direct support, and promote efficient product usage. 

In addition to creating and maintaining this content, you will be responsible for driving the success of the program by regularly analyzing customer engagement, feedback, and satisfaction metrics. You will use this data to continuously optimize the program, ensuring that it remains relevant, effective, and aligned with our customers' evolving needs. 

The ideal candidate will have a passion for education and customer empowerment, along with a proven track record of designing and scaling educational programs. You will be the go-to expert for all things related to customer education and will have the opportunity to shape how customers interact with our products, ultimately driving customer success and retention. 

All activities must be in compliance with Equal Employment Opportunity laws, HIPAA, ERISA, PCI, and other applicable regulations.

Essential Functions

• Program Development: Design and launch a scalable customer education program that enhances customer self-service and product adoption.
• Content Creation: Develop a library of customer-facing resources, including knowledge base articles, tutorials, videos, and interactive learning materials.
• Collaboration: Work closely with Product, Customer Support, Client Success, Implementation, and Consulting teams to identify common customer pain points and develop targeted educational content.
• Content Management: Maintain and continuously improve educational content to ensure accuracy, clarity, and alignment with product updates.
• Analytics & Optimization: Track usage metrics and customer feedback to measure program success and refine content based on data-driven insights.
• Technology & Tools: Identify and manage the best platforms (e.g., LMS, knowledge base software, video hosting) to deliver and scale the customer education experience.
• Customer Advocacy: Act as the voice of the customer by identifying recurring knowledge gaps and advocating for improvements in product design, onboarding, and support processes.

Minimum Requirements

• 5+ years of experience in customer education, instructional design, technical writing, or a related role within SaaS, healthtech, or a similar industry.
• Strong background in creating and managing customer-facing educational content, including knowledge bases, videos, and guides.
• Experience with content management systems, learning management systems (LMS), or knowledge base platforms.
• Ability to translate complex technical concepts into clear, user-friendly content.
• Excellent project management skills, with the ability to prioritize and execute multiple initiatives simultaneously.
• Strong analytical mindset, with experience measuring program success through KPIs such as content engagement, case deflection, and customer satisfaction.
• Exceptional communication and collaboration skills, with experience working cross-functionally with Product, Support, and Customer Success teams.

Working Environments/Physical Demand

• Remote
• General office setting—well-lit, air-conditioned workspace with moderate noise levels.
• Long-distance or air travel as needed (less than 10%).
• Significant work in front of a computer monitor—sitting for extended periods with some walking and standing.

Total Rewards

• Generous annual bonus opportunity
• 401(k) with Employer Match
• Flexible Time Off: take time off when you need it without worrying about available hours
• 10 paid holidays + 1 floating holiday
• Volunteer Time Off
• Insurance: Choice of Medical, Dental, and Vision plans
• Health Savings Account with employer match
• Flexible Spending Account
• 100% Company-Paid Parental leave
• 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance
• Wellness Program including discounts on medical premiums
• Employee Assistance Program with free counseling sessions available
• Corporate Discounts on Retail, Travel, and Entertainment
• Pet Insurance options