Senior Director, Customer Education

About Juniper Square

Our mission is to unlock the full potential of private markets. Privately owned assets like commercial real estate, private equity, and venture capital make up half of our financial ecosystem yet remain inaccessible to most people. We are digitizing these markets, and as a result, bringing efficiency, transparency, and access to one of the most productive corners of our financial ecosystem. If you care about making the world a better place by making markets work better through technology – all while contributing as a member of a values-driven organization – we want to hear from you.

Juniper Square offers employees a variety of ways to work, ranging from a fully remote experience to working full-time in one of our physical offices. We invest heavily in digital-first operations, allowing our teams to collaborate effectively across 27 US states, 2 Canadian Provinces and Mexico. We have physical offices in San Francisco, CA and Austin, TX, for US employees who prefer to work in an office some or all of the time.

About Your Role

Juniper Square is seeking a customer-focused, results-oriented leader with a track record of developing successful customer education programs. This Sr. Director, Customer Education will be responsible for authoring and executing a comprehensive customer education strategy with an emphasis on digital learning, managing and coaching a team of instructional designers and content specialists, and overseeing the development of high-quality educational content for our customers and internal teams. This position will report to our Chief Customer Officer.

What you’ll do

• Develop and maintain relationships with internal SMEs and technical teams to formalize and sustain our customer and internal education programs
• Set clear goals for the team and measure their progress against those goals
• Lead and manage a team of instructional designers and content specialists to create engaging, informative, and high-quality educational content for our customers and internal teams.
• Drive our education roadmap and initiatives, ensuring that our educational offerings exceed the needs of our customers as we evolve and grow our products and services
• Work cross-functionally with other teams, such as Product Management and Customer Success, to identify customer needs and develop bespoke educational solutions
• Evaluate and continuously improve current KPIs and initiatives that directly improve customer adoption and time to value
• Proactively source internal content that can be repurposed to drive customer education
• Establish and maintain a content management system to ensure timely updates to our educational content library

Qualifications

• Deep project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously
• Experience within an organization that provides both SaaS and Services solutions, working with SMEs, content developers, and internal stakeholders on customer education initiatives
• Proven success in building, executing, and scaling strategic online and in-app learning programs for both external and internal customers
• Ability to present results to senior leaders and cross functional partners to educate and influence decision making
• Strong understanding of adult learning methodologies and principles of learning science
• Demonstrated track record of successfully partnering across multiple teams (Marketing, Product, Eng, Support and Customer Success)
• Bachelor's degree in Education, Instructional Design, or a related field
• Excellent written and verbal communication skills, with the ability to convey complex ideas in a clear and concise manner
• Strong analytical skills and the ability to use data to inform decisions
• 5+ years experience leading a team of instructional designers and content specialists, with a servant leadership and results-driven mindset
• 10+ years of experience in instructional design or customer education
• Experience conducting needs analysis to identify gaps in the education content portfolio, alongside proposals to optimize those needs
• Experience with learning management systems (LMS) and content management systems (CMS). SkillJar is a strong plus.

Compensation

Compensation for this position includes a base salary, bonus, equity, and a variety of benefits. The U.S. base salary range for this role is $180,000 - $230,000. Actual base salaries will be based on candidate-specific factors, including experience, skillset, and location, and local minimum pay requirements as applicable. We are actively hiring for this role in Canada, and offer competitive local pay and benefits. Your recruiter can provide further details.

Benefits

• Mental wellness coverage
• Life insurance and disability coverage
• Health, dental, and vision care for you and your family
• Allowance to customize your work and technology setup at home
• Fertility and growing family support
• Paid family leave, medical leave, and bereavement leave policies
• Annual professional development stipend
• 401k retirement savings plan
• Unlimited vacation in addition to company paid holidays
• Healthcare FSA and commuter benefits programs