Customer Education Manager Resume Soojin Castillo Customer Education Manager (512) 555-2468 soojin.castillo@example.com linkedin.com/example/soojincastillo Austin, TX 78701 STRENGTHS Academy Strategy Built a newly launched academy into clear role based paths. Customers gained a steadier route from onboarding toward independent product use. Certification Design Created competency models, exams, practice work, badging, and renewal paths. One lesson stood out: clarity builds learner confidence. Segmented Learning Separated Enterprise depth from SMB speed. That practical choice helped each audience reach useful product outcomes without excess content. Data Informed Programs Connected Skilljar activity with Snowflake health signals. Stakeholders gained a clearer view of learning value during business reviews. Cross Functional Delivery Brought Product, Success, Marketing, Support, and Community into one learning rhythm. Colleagues often sought help with release readiness. SKILLS Customer Education Strategy Instructional Design Adult Learning Curriculum Architecture Certification Programs Enterprise Learning SMB Learning LMS Administration AI Assisted Authoring Adaptive Learning Education KPIs Customer Health GRC Security Compliance Cross Functional Collaboration LANGUAGES English Native 40 Spanish Proficient 30 MY CAREER 7.9 Years Senior Customer Education Strategist at BrightPath Governance Software (3.2 Years) Customer Education Program Manager at Northlake Cloud Assurance (3.2 Years) Instructional Designer, Customer Learning at CedarBridge SaaS (1.5 Years) SUMMARY Senior customer education and instructional design leader with 8 years of B2B SaaS experience building scalable academies for Enterprise and SMB customers. Leads strategy, roadmap planning, curriculum architecture, learning standards, and measurable program outcomes as a senior individual contributor. Designed administrator certifications with competency models, assessments, passing criteria, digital badging, renewal paths, study guides, and practice exams. Uses Skilljar, Docebo, Arcade, Snowflake, Claude Design, AI assisted authoring, adaptive learning, and customer education analytics to improve proficiency and product adoption. Connects Product, Customer Success, Marketing, Support, Community, and digital customer success programs around consistent learning journeys. Experience includes GRC, security compliance, SOC 2, ISO 27001, TPRM, customer health, GRR, and NRR reporting. Ready to bring practical education leadership and data informed program design to a growing SaaS organization. EXPERIENCE Senior Customer Education Strategist BrightPath Governance Software July 2023 - Present Austin, TX Owns security compliance SaaS education strategy across academy architecture, customer segments, certification, AI assisted production, analytics, and cross functional release alignment. Influences senior stakeholders without initial people management responsibility while connecting engagement data with customer health and retention outcomes. Owned academy roadmap for GRC products, creating role based paths that supported Enterprise and SMB adoption. Designed administrator certification with competency domains, exams, badging, renewal rules, study guides, and practice assessments . Built Claude Design and Arcade workflows, increasing course production capacity without routine engineering dependency. Connected Skilljar engagement with Snowflake data, linking completion, proficiency, certification, health, and retention signals. Created distinct Enterprise and SMB journeys, balancing depth for complex teams with faster onboarding for lean customers. Aligned Product, Customer Success , Marketing, Support, Community, and digital programs around releases and consistent learning experiences. Customer Education Program Manager Northlake Cloud Assurance March 2020 - June 2023 Chicago, IL Matured a customer academy for security and governance users by expanding product, compliance, administrator, onboarding, community, and measurement programs across Enterprise and SMB segments. Matured a small onboarding library into structured product, compliance, and administrator learning paths. Administered Docebo courses with interactive exercises, short videos, knowledge checks, and adult learning methods. Created Enterprise and SMB onboarding experiences that balanced governance depth with faster time to value. Defined enrollment, completion, assessment, proficiency, and adoption KPIs, using evidence to prioritize learning gaps. Partnered with product managers before releases, translating changes into launch ready courses and demonstrations. Built expert sessions and peer learning cohorts that connected self paced education with community support. Instructional Designer, Customer Learning CedarBridge SaaS August 2018 - February 2020 Denver, CO Designed customer facing SaaS learning from discovery through evaluation, translating product workflows and support patterns into practical courses, reusable assets, and measurable skill transfer. Designed SaaS courses from discovery through evaluation, translating workflows into objectives, practice, and assessments. Created video, interactive , written, and assessment content for administrators and end users. Maintained LMS structures and learner records while testing releases across browsers, roles, and customer scenarios. Used completion , quiz performance, support themes, and learner feedback to revise confusing content. Mapped onboarding questions into self service education with Customer Success and Support for consistent proficiency. Piloted rapid authoring templates that shortened production cycles while preserving review standards and instructional consistency. PROJECTS Customer Academy Analytics Model 2024 Connected Skilljar engagement with Snowflake customer data to surface completion, proficiency, certification, customer health, and retention signals for quarterly reporting. Administrator Certification Program 2023 Created a complete credentialing experience with competency domains, exam structure, passing criteria, badging, renewal, study guides, and practice assessments. LEADERSHIP & AWARDS Recognized by senior stakeholders for connecting academy engagement with customer health and retention reporting. Selected to lead cross functional certification design across Product, Customer Success, Marketing, Support, and Community. Earned internal recognition for expanding AI assisted content production while preserving instructional quality. EDUCATION Master of Education in Learning Design and Technology University of Colorado Denver GPA: 4.0 2018 Denver, CO Coursework: Adult learning, instructional design, curriculum architecture, learning analytics Bachelor of Arts in Communication Colorado State University GPA: 4.0 2016 Fort Collins, CO Coursework: Organizational communication, digital media, research methods, professional writing CERTIFICATIONS Association for Talent Development Instructional Design Certificate 2024 Skilljar Certified Professional 2023 TECHNICAL SKILLS Learning Management Systems: Skilljar, Docebo, Gainsight Academy, Thought Industries AI Authoring Tools: Claude Design, Arcade, AI assisted authoring, personalization Data and Analytics: Snowflake, Hook.co, customer health, retention analysis Certification Systems: Competency models, exams, digital badging, renewal programs Learning Modalities: Video, interactive learning, written content, assessments Customer Segmentation: Enterprise learning, SMB learning, role based paths, adaptive learning Security Frameworks: GRC, SOC 2, ISO 27001, security compliance Product Education: Release readiness, product demonstrations, in app guidance, automated playbooks Customer Engagement: Customer Success, Marketing, Support, Community Performance Metrics: Completion, pass rates, time to proficiency, GRR, NRR SKILLS Customer Education Strategy Instructional Design Adult Learning Curriculum Architecture Certification Programs Enterprise Learning SMB Learning LMS Administration AI Assisted Authoring Adaptive Learning Education KPIs Customer Health GRC Security Compliance Cross Functional Collaboration PROFESSIONAL AFFILIATIONS Association for Talent Development, instructional design community member. Customer Education Professionals community participant, focused on SaaS academies and credentialing. LANGUAGES English (Native) Spanish (Proficient) ADDITIONAL INFORMATION Work Status : Authorized to work in United States. No sponsorship required. ADDITIONAL INFORMATION Work Status : Authorized to work in United States. No sponsorship required. REFERENCES AVAILABLE ON REQUEST
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