Customer Education & Content Manager

At Secureframe , we are not just a company; we are at the forefront of revolutionizing cybersecurity compliance. Recognized as one of the industry's most innovative and trusted providers, Secureframe has consistently received accolades for our advanced technology solutions and commitment to excellence. With a robust portfolio of products that safeguard thousands of businesses worldwide, we have been featured in major publications such as Forbes’ next billion dollar startups , TechCrunch, and The Wall Street Journal for our transformative impact on the way companies achieve and maintain compliance standards.As we continue to grow, our mission remains clear: to provide seamless, secure compliance solutions that enable businesses to focus on what they do best. Joining Secureframe means becoming part of a dynamic team dedicated to professional excellence and continuous learning in an environment that values creativity and forward-thinking.Secureframe is backed by top VCs including Kleiner Perkins, Accomplice, Gradient Ventures (Google’s AI Fund), BoxGroup, Village Global, and many more.About The RoleThe Customer Education & Content Manager will own everything that helps customers learn Secureframe independently, from screen-recorded product walkthroughs and compliance framework training courses to internal Sales, Implementation, and Channel Partner enablement.This person will sit under the Customer Experience team (within the broader Customer Success org) and report to the Director of Support.Why this role mattersAs Secureframe grows its SMB and mid-market customer base, including customers at lower price points who need to succeed independently, scalable self-serve education is no longer optional. A well-built training academy reduces time-to-value, drives deeper product adoption, and ensures customers are getting full value from their investment without requiring 1:1 time from our team for every question.What You'll OwnCustomer Training AcademyReduce 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 academyProduct Video & Walkthrough ContentMaintain 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 timesInternal EnablementCreate 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 headcountAdoption & ImpactDrive 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 feedbackWhat We're Looking For: RequiredExperience 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 roleNice to HaveBackground 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 programsBenefits Industry-competitive salary and equity Medical, dental, and vision benefits for you and your dependents Flexible time off so you can rest, recharge, and stay at your best 401(k) Paid family leave Ground floor opportunity as an early member of the teamSecureframe is an equal opportunity employer. We aim to create an environment where every team member at Secureframe feels like they belong so they can have a greater impact on our business and customers. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.Collaboration, connection, and having fun with colleagues is an important part of our culture as a remote first company. Therefore, all employees must be able to travel by air to company offsites two to four times per year (reasonable accommodations will be made where appropriate).We've become aware of fraudulent job offers and recruiters falsely claiming to represent Secureframe. Please Note Official Communication: All genuine Secureframe recruiting communication and job offers are sent from @secureframe.com email addresses. No Fees: We never ask for payments or fees from job applicants at any stage.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.