Customer Education Lead

Cambridge, Massachusetts

The role:

As Customer Education Lead, you will own how Proton's products land - with our customers and with our own teams. AI has fundamentally changed our shipping velocity: we're releasing more products and features than at any point in company history, and that pace is only accelerating. What hasn't scaled yet is the bridge between what we ship and what customers actually adopt. This role is that bridge.

You'll sit at the intersection of Product and Customer Success. When a new product or feature ships, you own the education layer: internal enablement so CS, Support, and Sales can speak to it confidently, and customer-facing programs that drive activation. You'll also own how we bring customers into alpha and beta programs - recruiting the right accounts, activating them, and turning early usage into feedback loops that make the product better before GA.

This is not a purely digital motion. For our most strategic launches and accounts, education is white glove: hands-on working sessions, tailored rollout plans, and direct time with customer teams. You'll know when a launch calls for a webinar and a help doc, and when it calls for sitting down with a customer's sales team and walking them through it yourself.

This is a product-profile role. We're looking for someone who thinks like a product manager - who starts from what the product does and why it matters, and builds education programs backward from adoption outcomes, not content volume.

We're hiring someone in the Greater Boston area open to a hybrid schedule (3 days in-office/week, Harvard Square).

What you'll do:

  • Own the education workstream for every product and feature launch, from alpha through GA
  • Build an awareness engine that keeps pace with our AI-accelerated shipping velocity - customers should always know what's new, why it matters, and how to use it
  • Train CS, Support, and Sales on new products and features before they reach customers, and build a repeatable internal readiness motion
  • Own customer activation through alpha and beta launches: recruit participants, onboard them, drive real usage, and design feedback loops with Product that generate actionable signal
  • Deliver white-glove education for strategic launches and accounts: hands-on working sessions, tailored rollout plans, and direct enablement of customer teams
  • Build and maintain the scaled education foundation: onboarding content, product academies, webinars, and self-serve resources
  • Segment deliberately - decide which launches and accounts warrant high-touch treatment and which are served through scaled programs, and design both to a high standard
  • Measure education impact through adoption, time-to-value, and support deflection - and iterate based on the data
  • Partner with CSMs to embed education into the customer journey rather than bolting it on

You'll be a great fit for this role if you are:

  • Product-Minded - You have a product profile - you may have been a PM, product marketer, or product-adjacent educator. You understand how software gets built and shipped, and you can go deep on functionality quickly
  • A Clear Communicator - You can take something technical and make it land - in a doc, a training, a webinar, or a two-line Slack post
  • A Builder - There's no playbook here yet. You're excited to create the education function from scratch and make it a launch-critical motion
  • Comfortable in the Room - You're as strong live with customers as you are behind a keyboard. Running a working session with a distributor's sales team energizes you - this isn't a role for someone who only wants to produce content
  • A Cross-Functional Operator - You're comfortable being the connective tissue between Product and Customer Success, and you know how to drive work through teams you don't manage
  • Data-Driven - You measure education by adoption and activation outcomes, not content produced
  • Customer-Obsessed - You genuinely enjoy getting customers hands-on with new products and turning early adopters into champions

Required experience:

  • 3+ years in product management, product marketing, customer education, or a product-adjacent customer-facing role in SaaS
  • Experience supporting or leading product launches, with exposure to both internal enablement and customer-facing activation
  • Demonstrated ability to create education content across formats (live sessions, docs, video, webinars), including with AI tools
  • Excellent communication and facilitation skills - you can adapt your message clearly and confidently based on your audience
  • Experience in or enthusiasm for working in a fast-paced, evolving environment such as an early-stage startup
  • Comfort using data to guide decisions; experience with tools like Mixpanel, Looker, or similar analytics tools is a plus

Benefits:

  • 160k salary + 15k bonus and meaningful equity
  • Company-sponsored 401(k) program
  • Health, dental, and vision insurance
  • Unlimited PTO (and we mean it—we want you to take time off)
  • Professional development (get that book, take that course, attend that conference)
  • Encouragement to explore and adopt new AI tools that make your work faster and smarter
  • Incredible training and career growth opportunities
  • A friendly, inclusive, human-first team culture with a strong mix of hustle, productivity, and fun

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Proton.ai’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.