[Remote] Customer Education & Content Manager

Note: The job is a remote job and is open to candidates in USA. Secureframe is at the forefront of revolutionizing cybersecurity compliance, recognized for its innovative technology solutions. The Customer Education & Content Manager will develop self-serve educational resources to help customers learn independently, enhance product adoption, and drive customer engagement through structured training and content creation.ResponsibilitiesReduce inbound support tickets on trainable topics by building structured, self-serve learning paths across CMMC, FedRAMP, SOC 2, ISO 27001, HIPAA, and core product featuresIncrease self-serve adoption for SMB and mid-market customers by ensuring every top-trafficked help center article has a companion video walkthroughDrive deeper platform engagement through certification and completion-based programs that give customers a measurable reason to return to the academyMaintain a current, accurate video library covering every major feature and workflow, so customers always have an up-to-date referenceProduce 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 ticketAccelerate customer awareness of new features by scripting and producing release videos in collaboration with Product and Marketing — before customers need to askShorten time-to-value for new customers by ensuring onboarding video content reflects the latest product UI at all timesCreate and maintain enablement content for Sales: demo scripts, competitive positioning, objection handling videos, and product update summariesCreate and maintain enablement content for Implementation: onboarding runbooks, handoff guides, and process walkthroughsBuild a channel partner enablement library so resellers and MSPs can ramp independently without requiring Secureframe headcountDrive active usage of the academy by partnering with Product and CS teams to surface content at key moments in the customer lifecycleMeasurably reduce the volume of 1:1 training, walkthrough, and "show me how" requests handled by CSMs, freeing CSM capacity for higher-value strategic workOwn the content strategy for the Comply AI knowledge base, keeping it current as the product evolvesTrack and report on education KPIs: course completion rates, video engagement, support ticket deflection, and time-to-value metricsIdentify content gaps by reviewing support ticket trends, help center analytics, and cross-functional feedbackSkillsExperience 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 createdThrives in cross-functional environments — this role requires tight, ongoing partnership with Product, Marketing, CX, CS, and Implementation to stay current and drive impactComfortable 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 doStrong written communication and scripting skills, you can write course copy, help center articles, and instructional scripts that don't need heavy editing from SMEsExperience 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 clearlyAbility to prioritize a content backlog using data: help center analytics, ticket tagging, and product usage signals3+ years of experience in SaaS, ideally in a content, education, enablement, or instructional design roleBackground in GRC, compliance, or security awareness trainingExperience building and running a customer certification or badging programComfort on camera for webinars or live training sessionsExperience building channel or partner enablement programsBenefitsIndustry-competitive salary and equityMedical, dental, and vision benefits for you and your dependentsFlexible time off so you can rest, recharge, and stay at your best401(k)Paid family leaveGround floor opportunity as an early member of the teamCompany OverviewSecureframe is a provider of security and compliance software services. It was founded in 2020, and is headquartered in San Francisco, California, USA, with a workforce of 201-500 employees. Its website is https://secureframe.com.