Responsibilities
- Design and scale customer onboarding and education programs, reducing dependency on 1:1 sessions and accelerating time to value.
- Structure and evolve user recognition and expert programs (e.g. key users, advanced users, expert certifications) as part of the customer education journey.
- Define clear criteria to identify and segment successful users based on product usage, engagement, and measurable results.
- Build education paths that reflect different customer realities, such as Enterprise and Mid-Market, balancing depth, scalability, and value.
- Translate real customer usage and outcomes into educational assets, best practices, and reference examples.
- Partner with Product, Customer Success, and Marketing to ensure education programs reflect how customers actually succeed with the product.
- Maintain and evolve customer-facing educational content, including onboarding materials, documentation, and self-service resources.
- Deliver live and on-demand training sessions focused on product usage and best practices.
- Track education performance and engagement, using data to continuously improve learning programs.
Requirements
- Experience in Customer Education, Customer Onboarding, Learning Experience, or similar roles in a B2B SaaS environment.
- Strong ability to structure and scale learning programs for different customer segments.
- Proven experience translating product usage and customer results into educational content.
- Hands-on experience creating onboarding flows, training programs, certifications, or expert tracks.
- Familiarity with LMS platforms, digital learning tools, and content creation formats.
- Strong cross-functional collaboration skills.
- Ability to work with data and usage signals to inform education strategy.
- Excellent written and verbal communication skills in English.
Bonus Points
- Experience in industrial maintenance, IoT, or industrial technology sectors.
- Background in instructional design or technical writing.
- Familiarity with tools like PostHog, Amplitude, Heap, or similar analytics platforms.
- Public speaking experience, with the ability to conduct training sessions and customer webinars.
- Previous experience working in a Customer Success or Support team.
Top Skills
What We Do
Tractian is a machine intelligence company that offers industrial monitoring systems. Tractian builds streamlined hardware-software solutions to give maintenance technicians and industrial decision-makers comprehensive oversight of their operations. It is democratizing access to sophisticated real-time monitoring and asset operations tools. Tractian's solutions are used in environments that address a combined total of 5% of global industrial output. The company’s broad market reach is evidenced in its customer base from various industries, such as John Deere, Procter & Gamble, Caterpillar, Goodyear, Carrier, Johnson Controls, and Bimbo, the owner of the brands Little Bites and Thomas Bagels. Tractian's customers see a 6-12x ROI with savings of $6,000 per monitored machine annually on average. In a major milestone and a first for the industry, Tractian launched the AI-Assisted Maintenance category in the industrial sector. In this new paradigm, artificial intelligence identifies machine problems and suggests preventive actions to be taken, giving invaluable insight and support to maintenance professionals. It is important to highlight that the intent of Assisted Maintenance is firmly rooted in augmenting maintenance professionals to provide more assertive diagnosis with human-in-the-loop feedback. Tractian's mission is to elevate this category of workers in a highly impactful way. The Assisted Maintenance category will provide unimaginable support for maintenance professionals. By combining shop floor expertise with our technology, maintainers will be able to anticipate and address issues with unprecedented accuracy and speed
