Kevin Meyer Consulting GmbH seeks a Senior Manager, Customer Education Programs to design and scale a global learning ecosystem for Zendesk users. This strategic, hands-on leader will build retention-focused education experiences, evolve certification programs, and connect learning to measurable improvements in adoption and GRR.
What You'll Do
- Build and scale Zendesk’s education strategy and team.
- Own and operationalize a global Customer Education roadmap spanning self-paced learning, in-product education, and partner enablement.
- Evolve certification programs by managing and improving Zendesk’s global certification programs.
- Design programs for scale by architecting systems, data flows, and success metrics.
- Leverage AI to accelerate learning by partnering with AI and Knowledge teams to incorporate intelligent recommendations and personalization.
- Collaborate across functions with Instructional Design, Product Marketing, Success, and Partner teams.
- Integrate learning across the customer journey by collaborating with Community, Knowledge, and Product teams.
- Build the foundation by standing up core infrastructure and recruiting and mentoring a small, distributed team.
- Prove impact by defining and tracking KPIs linking education to adoption, retention, and customer satisfaction.
What We're Looking For
- 6+ years in Customer Education, Enablement, or scaled Learning roles at a B2B SaaS company.
- 2+ years leading teams.
- Proven ability to design systems, processes, and metrics that scale globally.
- Comfortable collaborating with Product, Success, and Marketing peers.
- Experience using AI tools to automate, personalize, and optimize learning content or insights.
- Deep familiarity with learning platforms, certification programs, and best practices in adult learning.
- Thrives in ambiguity, builds structure from scratch, and moves fluidly between strategy and hands-on execution.
- Passionate about helping users succeed and translating complex technology into clear learning experiences.
- Experience designing programs for diverse, multilingual audiences and partnering across regions.
- Strong written and verbal communicator who can connect strategy to action.
Nice to Have
- Bonus if you've built programs from the ground up.
- Experience partnering with instructional designers to bring programs to life.
Team & Environment
You will build, manage, and improve a small, distributed team to scale out impact. This role reports into the Digital CX team and senior leaders across Product, Success, and Marketing.
Benefits & Compensation
- Salary range: $134,000.00-$202,000.00
Work Mode
This is a hybrid position for candidates located in the US.
Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer.
