Customer Education Program Manager

About this role

Our team is built on a simple belief: Ashby Academy should feel like every customer's personal CSM. Regardless of tier or team size, every Ashby customer deserves content that meets them where they are — practical, accurate, and genuinely useful. That standard shapes everything we build, and it's what's driven the development of our growing Academy courses, webinar program, and playbook library. We have ambitions to expand both the depth of our content and the formats we deliver it in, and this hire is a meaningful part of getting there.

As our next Customer Education Program Manager, you'll own customer-facing education work end to end. We’re looking for someone who can quickly learn a complex product well enough to coach users on how to use it, and translate that coaching into content that scales. You'll turn complex product workflows into clear, practical learning experiences, and partner closely with Customer Success, Product, PMM, and Recruiting Operations Consulting to make sure what we build is grounded in how customers actually work.

This is a hands-on role. You won't be setting strategy and handing it off. You'll be in the work: deeply learning the product, identifying what matters, scoping, writing, building, reviewing, refining, and shipping.

What you'll do at Ashby

• Own net-new customer education work from concept through publication, including courses, playbooks, recordings, and other learning assets
• Define the goal and shape of each learning asset — what it should help customers do, for whom, and in what format — then gather the right input, design the approach, and build it
• Refresh and improve existing Academy content so it stays aligned with how Ashby actually works today
• Translate complex Ashby workflows into clear, practical, outcome-oriented education — the kind that helps customers understand not just what to do, but why it matters
• Partner cross-functionally with CS, Product, PMM, and RecOps Consultants to identify high-value education opportunities and get the right assets out at the right time
• Contribute to the systems, standards, and workflows that help Customer Education scale while maintaining high-quality learning experiences
• Help us explore adjacent formats when useful — lighter-weight tutorials, in-app guidance, and other just-in-time learning moments

Typical workload: You'll manage 2-3 new courses or major playbooks per quarter, plus ongoing refreshes and maintenance of existing content. Most of your time goes into building the work yourself (learning, writing, recording, designing learning flows).

Examples of work you might own

• Build a new Academy course that helps customers adopt a new Ashby feature or module
• Turn product and SME input into a practical playbook tied to a real recruiting outcome
• Record voiceover for a customer-facing learning asset
• Audit and refresh an existing course after a product change so it reflects how Ashby works today
• Partner with RecOps Consulting or other SMEs to build something that helps customers apply a concept, not just understand it
• Experiment with lighter-weight format when a full course isn't the right answer

Role requirements

You could be a great fit for this role if you can quickly master a complex product, understand how customers use it in practice, and turn that understanding into clear, useful education that meets them where they are.

Traditional customer education experience isn’t required. You might come from customer education, enablement, implementation, solutions consulting, customer success, recruiting operations, product training, or another role where you’ve had to learn a complex system and teach it clearly. What matters most is strong product learning instincts, customer empathy, and the ability to translate complexity into practical coaching and content.

You could be a great fit if:

• You've taught something complex before. Whether live, through writing, or both, you've helped someone understand a complicated product or process and have ideas on how to turn that into something scalable.
• You learn complex products quickly. You know how to build credibility by exploring the product firsthand, digging into documentation, learning from internal experts, and understanding how customers use it in practice.
• You can juggle multiple projects. You manage several at once without losing momentum when priorities shift.
• You're a strong writer. You can make complicated things feel clear and useful on the page.
• You're comfortable recording voiceovers. Recording yourself for customer-facing content feels natural, not like a stretch.
• You own work end-to-end. You can take something from problem framing through build and launch without needing a fully mapped plan first.
• You work well with subject matter experts. You know how to pull what you need from busy stakeholders without losing momentum or clarity.
• You have good judgment about scope. You can tell when something should be deep, lightweight, or optimized for speed, and you choose intentionally.

You’ll likely feel at home here if you’ve owned meaningful work with real autonomy, improved how something is taught or documented, and cared more about the outcome than the optics.

This role may not be a fit if

• You prefer to set strategy and hand it off. This is a hands-on role. You'll be the one scoping, writing, recording, and shipping, not directing someone else to do it.
• You need a fully defined scope before you can do your best work. You'll often be the one deciding what shape an asset takes and how deep to take it, without a fully mapped plan.
• You rely on subject matter experts in place of building your own product fluency. SMEs are important partners in this role, but you should be comfortable developing your own understanding, forming a point of view, and moving the work forward.
• You'd rather optimize an established system than help shape one. You'll have the chance to define how this program works and put your stamp on the approach, building something you're proud of rather than fine-tuning what's already set.
• You want a coordination or project-management role. This is a maker seat. Most of your time goes into building the work yourself, not managing a queue of other people's.
• You measure success by how much content ships. We care about whether the right education gets built and whether customers actually use it: engagement, progress, adoption of the workflows it supports, and reduced dependence on 1:1 support are all signs that the work is landing.
• You're energized by building process. You'll often be responsible for identifying where structure is needed and putting it in place yourself