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.

Chris and David, both software engineers, founded Beacon in 2017 to build a new kind of charity CRM using the latest technology and design principles. Now over 1,500 innovative charities around the world trust Beacon to run their core technology infrastructure. You can see a quick demo of our product here and find out more about our features here.

We have doing good at the core of our mission, but we are also profitable, owned by the founders, and our goals are for long-term sustainable growth - not making a quick buck for venture capitalists. In a recent survey by Fundraising magazine, we were rated the best CRM by charities, for the sixth year in a row, with 5/5 for customer service and 100% of our customers would recommend us.

We take tremendous pride in creating a CRM that is easy for charities to use, and you would be working to ensure that our online learning academy, Lighthouse, allows us to have a huge positive impact on charities every day.

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.
• You will create thorough and engaging courses for our e-learning academy, Lighthouse, through both text-based and video lessons.
• This role requires a blend of writing talent, creativity for design and video production, and the curiosity to get under the hood of a complex software product.
• 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

• You will have relevant experience in a SaaS customer education or instructional design role.
• You are as comfortable diving into the technical nuances of a software platform as you are explaining them to a non-technical user.
• You will need 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.
• A penchant for understanding the wider context and outcomes for a feature, not only the detail or 'how-to'.
• 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.

Our customers are all charities - you will get to build your career whilst having a genuinely positive impact on the world.

We offer:

• 6 weeks (24 days) of holiday every year, plus bank holidays.
• 6 week fully paid sabbatical every 5 years.
• A £60 bonus for every day of holiday you take.
• Banded salary system to ensure equal pay for the same job.
• Guaranteed pay rise to adjust for inflation every 12 months.
• A proper pension - we will match 150% of your pension 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

• 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. We are happy to pay for appropriate travel costs if this would impact your ability to attend in-person. If there is anything that we can do to improve the accessibility of any of these stages for you, please let us know.

Working together

As a team we prefer to be together in our office and we want you to join us - so this is not a remote role. We offer flexible working hours and while your usual place of work will be with us in the office, you can work from home when you need to.

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 passionately believe in doing our part to address the tech sector's diversity problem. We encourage everyone with the required skills to apply, and we actively pursue building a more diverse team.