Customer Education Lead in London

Attio is on a mission to redefine CRM for the AI era. We're building the first AI-native CRM - designed for the most ambitious go-to-market teams. Our team thrives on solving complex technical challenges, delighting our users, and setting a new standard for the industry.

Our Support team is central to how customers experience Attio. With a 98% CSAT average over the past six months, we hold ourselves to exceptionally high standards across every interaction and touchpoint. Supported by a powerful stack - including Intercom, Guru, Linear, Slack, Productboard, Storyblok, and Notion - we work collaboratively to deliver clarity, precision, and care at scale.

As a Customer Education Lead, you will define and drive how customers learn, adopt, and grow with Attio. You will create intelligent, AI-driven, multi-modal learning experiences that help customers get value faster, building the foundation for scalable, self-service education that fuels product-led growth. This is a high-impact role at the intersection of support, product education, and AI optimisation - ideal for someone who combines strategic thinking with hands-on execution, thrives in fast-paced environments, and takes pride in simplifying the complex for thousands of users around the world.

What you will do:

• Design and deliver the learning infrastructure that empowers Attio's customers to thrive - helping them unlock the full potential of our product while reducing friction, increasing activation, and driving adoption.
• Shape Attio's customer education strategy: Define the vision and roadmap for self-service learning, creating content and systems that scale education globally.
• Identify opportunities through data and dialogue: Analyse support queue data and engage directly with customers and internal SMEs to pinpoint high-impact education opportunities that reduce tickets and improve key PLG metrics (activation, retention, adoption).
• Create multi-modal, AI-first content: Develop technical guides, video tutorials, and interactive learning experiences that make mastering Attio intuitive, engaging, and efficient.
• Optimise for humans and AI: Build LLM-ready content with strong governance to ensure accuracy, consistency, and accessibility for both readers and AI tools.
• Collaborate cross-functionally: Partner with Support, Product, Engineering, and Marketing to integrate educational experiences into the broader customer journey.
• Design contextual learning experiences: Deliver the right content at the right moment by embedding personalised education into in-product workflows, support tools, and lifecycle communications.
• Measure, iterate, and improve: Own the full content lifecycle - from strategy and creation to distribution and performance. Track engagement, deflection, and retention to continuously enhance the customer learning experience.
• Stay close to the customer: Speak with users regularly to deepen understanding of their challenges and ensure all educational content reflects real-world needs and insights.

What you will bring:

• Proven experience: 4+ years in customer education, technical writing, or content strategy within B2B SaaS, with a strong track record of building impactful self-service education programmes.
• Exceptional content creation skills: Skilled in producing technical documentation, editing video tutorials, and designing multi-format learning experiences.
• Technical aptitude: Comfortable with APIs, coding concepts, and complex product ecosystems. You simplify technical topics without losing depth or accuracy.
• AI-driven content strategy: Deep understanding of structuring knowledge for AI systems (LLMs), including semantic markup, governance frameworks, and AI-readable knowledge bases.
• Innovative use of next-generation tools: Experience leveraging AI to accelerate content creation, personalise learning, and deliver intelligent educational systems.
• Analytical and outcome-focused: Data-driven approach to prioritising initiatives and measuring their impact on activation, retention, and customer success.
• Collaborative mindset: Strong history of working cross-functionally with Product, Engineering, Marketing, and Success teams to create cohesive and impactful content.
• Operational excellence: Exceptional organisational skills, with the ability to manage multiple projects, balance strategy with execution, and bring structure to ambiguity.
• Start-up mentality: Experience operating in fast-moving, high-growth environments; comfortable iterating quickly and scaling impact through innovation.
• Bonus: Familiarity with CRM tools, B2B go-to-market motions, or customer success operations.

What does the hiring process look like?

• Initial Conversations: 30-minute introductory chat with a member of our Talent team, 30-minute track record interview with our Head of Support.
• Core Interviews: 30-minute session with our Head of Success to explore collaboration, technical problem-solving, and culture fit, take-home exercise followed by a 45-minute discussion to review your approach and insights, 30-minute executive with our COO focused on program development, impact, and alignment with company goals.
• Final Stage: 30-minute closing conversation with our CEO, optional team meet-and-greet (on request), offer call (if it’s a mutual fit).