Posted 1 month ago

Customer Education & Content Manager

San FranciscoOn-siteFull-time

AI Summary

Customer Education & Content Manager owns scalable customer education content and self-serve training programs to reduce support load and boost product adoption.

About this role

At Secureframe, we are not just a company; we are at the forefront of revolutionizing cybersecurity compliance. Recognized as one of the industry's most innovative and trusted providers, Secureframe has consistently received accolades for our advanced technology solutions and commitment to excellence. With a robust portfolio of products that safeguard thousands of businesses worldwide, we have been featured in major publications such as Forbes’ next billion dollar startups, TechCrunch, and The Wall Street Journal for our transformative impact on the way companies achieve and maintain compliance standards.

As we continue to grow, our mission remains clear: to provide seamless, secure compliance solutions that enable businesses to focus on what they do best. Joining Secureframe means becoming part of a dynamic team dedicated to professional excellence and continuous learning in an environment that values creativity and forward-thinking.

Secureframe is backed by top VCs including Kleiner Perkins, Accomplice, Gradient Ventures (Google’s AI Fund), BoxGroup, Village Global, and many more.

About the Role

The Customer Education & Content Manager will own everything that helps customers learn Secureframe independently, from screen-recorded product walkthroughs and compliance framework training courses to internal Sales, Implementation, and Channel Partner enablement.

This person will sit under the Customer Experience team (within the broader Customer Success org) and report to the Director of Support.

Why this role matters

As Secureframe grows its SMB and mid-market customer base, including customers at lower price points who need to succeed independently, scalable self-serve education is no longer optional. A well-built training academy reduces time-to-value, drives deeper product adoption, and ensures customers are getting full value from their investment without requiring 1:1 time from our team for every question.

What You'll Own

Customer Training Academy

Reduce inbound support tickets on trainable topics by building structured, self-serve learning paths across CMMC, FedRAMP, SOC 2, ISO 27001, HIPAA, and core product features

Increase self-serve adoption for SMB and mid-market customers by ensuring every top-trafficked help center article has a companion video walkthrough

Drive deeper platform engagement through certification and completion-based programs that give customers a measurable reason to return to the academy

Product Video & Walkthrough Content

Maintain a current, accurate video library covering every major feature and workflow, so customers always have an up-to-date reference

Produce micro demos and short-form walkthroughs for high-frequency "how do I" questions, so customers self-serve answers in under two minutes without opening a ticket

Accelerate customer awareness of new features by scripting and producing release videos in collaboration with Product and Marketing — before customers need to ask

Shorten time-to-value for new customers by ensuring onboarding video content reflects the latest product UI at all times

Internal Enablement

Create and maintain enablement content for Sales: demo scripts, competitive positioning, objection handling videos, and product update summaries

Create and maintain enablement content for Implementation: onboarding runbooks, handoff guides, and process walkthroughs

Build a channel partner enablement library so resellers and MSPs can ramp independently without requiring Secureframe headcount

Adoption & Impact

Drive active usage of the academy by partnering with Product and CS teams to surface content at key moments in the customer lifecycle

Measurably reduce the volume of 1:1 training, walkthrough, and "show me how" requests handled by CSMs, freeing CSM capacity for higher-value strategic work

Own the content strategy for the Comply AI knowledge base, keeping it current as the product evolves

Track and report on education KPIs: course completion rates, video engagement, support ticket deflection, and time-to-value metrics

Identify content gaps by reviewing support ticket trends, help center analytics, and cross-functional feedback

What We're Looking For: Required

Experience launching or scaling a customer education function from scratch — you've built the library, owned the platform, and driven adoption, not just maintained what someone else created

Thrives in cross-functional environments — this role requires tight, ongoing partnership with Product, Marketing, CX, CS, and Implementation to stay current and drive impact

Comfortable producing high-quality screen recordings with voice narration using modern tools (Loom, Camtasia, ScreenFlow, or similar) — you make the videos yourself, you don't just manage people who do

Strong written communication and scripting skills, you can write course copy, help center articles, and instructional scripts that don't need heavy editing from SMEs

Experience with LMS platforms (Skilljar, Gainsight CE, Northpass, Docebo, or similar)

Technical fluency with SaaS products — not a developer, but able to navigate integrations, APIs, and complex platform workflows and explain them clearly

Ability to prioritize a content backlog using data: help center analytics, ticket tagging, and product usage signals

3+ years of experience in SaaS, ideally in a content, education, enablement, or instructional design role

Nice to Have

Background in GRC, compliance, or security awareness training

Experience building and running a customer certification or badging program

Comfort on camera for webinars or live training sessions

Experience building channel or partner enablement programs

Skills

API/product Workflow NavigationCamtasiaData-driven Content PrioritizationKnowledge Base/content StrategyLMS Platforms (Skilljar, Gainsight CE, Northpass, Docebo)LoomOnboarding And Enablement Content For Sales/Implementation/Channel PartnersSaaS Product FluencyScreenflowScreen Recording With NarrationSEO And Help Center AnalyticsVideo Scripting And Production