Customer Education Lead

About the role

You will own how Proton's products land with both customers and internal teams in an environment where AI has fundamentally changed shipping velocity. The company is releasing more products and features than at any point in its history, and this pace is accelerating. What has not yet scaled is the bridge between what is shipped and what customers actually adopt. This role is that bridge, sitting at the intersection of Product and Customer Success. You will own the education layer for every product and feature launch, driving internal enablement so Customer Success, Support, and Sales can speak to new capabilities confidently. You will also recruit customers into alpha and beta programs, activating them and turning early usage into feedback loops that improve the product before GA. For strategic launches, education becomes white glove, involving hands-on working sessions, tailored rollout plans, and direct time with customer teams to ensure deep adoption.

Key facts

What you'll do

Own the education workstream for every product and feature launch, from alpha through GA.

Build an awareness engine that keeps pace with our AI-accelerated shipping velocity so customers always know what is new, why it matters, and how to use it.

Train Customer Success, Support, and Sales on new products and features before they reach customers, and build a repeatable internal readiness motion.

Own customer activation through alpha and beta launches by recruiting participants, onboarding them, driving real usage, and designing feedback loops with Product that generate actionable signal.

Deliver white-glove education for strategic launches and accounts through hands-on working sessions, tailored rollout plans, and direct enablement of customer teams.

Build and maintain the scaled education foundation, including onboarding content, product academies, webinars, and self-serve resources.

Segment deliberately by deciding which launches and accounts warrant high-touch treatment and which are served through scaled programs, designing both to a high standard.

Measure education impact through adoption, time-to-value, and support deflection, then iterate based on the data.

Partner with Customer Success Managers to embed education into the customer journey rather than bolting it on as an afterthought.

Translate complex product capabilities into clear learning experiences that align with specific adoption outcomes and customer workflows.

Maintain a live playbook of launch templates, content assets, and engagement patterns that can be rapidly tailored to new features.

Coordinate cross-functional reviews of early feedback from education programs to inform product refinements before wide release.

Champion the role of education as a critical launch function, not a support cost, by demonstrating its impact on activation and retention.

Continuously experiment with formats such as live sessions, guided tours, and sandbox environments to find the most effective paths to customer activation.

Requirements

You have 3+ years in product, product marketing, or education adjacent to product in a SaaS or AI environment.

You have a product profile that shows experience thinking in terms of outcomes, roadmaps, and release cycles rather than only outputs.

You can communicate clearly in both written and live formats, moving easily from technical details to simple explanations for nontechnical audiences.

You are a builder who is excited to create the education function from scratch and make it a launch-critical motion without relying on existing playbooks.

You are comfortable being in the room with customers, sales teams, and executives, and you derive energy from live interactions and workshops.

You operate effectively as a cross-functional operator who can drive work through peers in Product and Customer Success without direct authority.

You are data-driven and measure education success by adoption, activation, and support deflection rather than content volume or vanity metrics.

You are customer-obsessed, enjoying the process of getting customers hands-on with new products and turning early adopters into champions.

You are located in the Greater Boston area and open to a hybrid schedule with 3 days in the office per week, Harvard Square preferred.

You are able to start within the next 4 weeks and commit to a consistent schedule that aligns with cross-functional launch cadence.

You are legally authorized to work in the United States without sponsorship at this time.

Practical notes

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