Customer Education Manager Customer Success Shoreditch, London, UK

We are looking for an amazing Customer Education Manager who can help charities make the most of Beacon. At Beacon, we are a growing technology scaleup building the best nonprofit-focused CRM in the world. We passionately believe in the power of technology to make a difference. Founded in 2017, Beacon is trusted by over 1,500 innovative charities around the world to run their core technology infrastructure.

Responsibilities:

• Your focus will be on owning the online educational journey for our customers, ensuring they have the knowledge and confidence to be successful with Beacon.
• Create thorough and engaging courses for our e-learning academy, Lighthouse, through both text-based and video lessons.
• Design and maintain high-quality educational courses that cover both the basics and advanced functions.
• Produce concise videos and graphics that simplify tricky concepts.
• Collaborate with the Product team to ensure educational materials are ready for new feature launches.
• Work closely with Success and Support colleagues to identify areas where customers struggle and develop targeted resources to address them.
• Maintain the Beacon voice and branding across all educational touch-points.
• Work with the Head of Customer Success to manage the pipeline for Lighthouse, targeting our educational content to drive feature adoption and best-practice usage.

Requirements:

• Relevant experience in a SaaS customer education or instructional design role.
• Proven experience in SaaS customer education, specifically building out academies or other long-form educational content.
• Flawless written English, with the ability to write charming and pithy prose.
• The ability to pick up new things quickly and communicate them in easy to understand language.
• An eye for design and keen attention to detail.
• A high level of software literacy, comfortable navigating complex software and understanding how different data and features interact.
• Strong video production skills, including the ability to script, record, and edit high-quality instructional videos.
• A proactive, agile mindset, comfortable working in a fast-paced environment where the product is constantly improving.

We would love you to have:

• 3+ years of experience in Customer Education, Instructional Design, or Learning Experience Design.
• Knowledge of the charity sector, especially fundraising teams.

Benefits:

• 6 weeks (24 days) of holiday every year, plus bank holidays.
• 6 week fully paid sabbatical every 5 years.
• £60 bonus for every day of holiday taken.
• Banded salary system ensuring equal pay for the same job.
• Guaranteed pay rise to adjust for inflation every 12 months.
• Climate positive employment.
• Proper pension matching 150% of contributions up to 10%.
• Private health insurance with routine dental & optical cover.
• Modern parental leave policy (12 weeks at full pay).
• Cycle to work scheme.

Hiring process includes:

• Application including CV and either a cover letter, 2 minute video, or 2 minute voice recording.
• Phone interview with Head of Customer Success.
• Video interview.
• Final stage session in-person at Beacon’s office.

Our office is wheelchair accessible and we’re happy to pay for appropriate travel costs if this would impact your ability to attend in-person. We prefer to be together in our office and offer flexible working hours. If you don’t live in London but would be happy to relocate, we can pay up to £4,000 (tax free) to help with your relocation costs.

We encourage everyone with the required skills to apply and actively pursue building a more diverse team.