Senior Customer Education Manager, Programs

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Fin is seeking a Senior Customer Education Manager to lead its live programs, focusing on customer onboarding, adoption, and transformation. This high-visibility role involves end-to-end ownership of the live training program, including curriculum design, content creation and delivery, managing the flagship Fin Academy Live event, and supporting enterprise customers. The ideal candidate will have 8+ years of training experience, with 3-5 years in a SaaS or tech environment, strong adult learning principles, content design skills, executive presence, and superb program management abilities.

The role requires travel and involves presenting to diverse audiences, including C-suite executives. This is a hybrid position based in Chicago.

Fin is the AI Customer Agent company on a mission to help businesses provide perfect customer experiences.

Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey – from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk for one single system that is designed to meet the needs of modern day support teams.

Founded in 2011, Fin became one of the fastest growing companies and remains one of the largest private software companies in the world with nearly 30,000 global businesses using our products to transform their customer support. Driven by our core values, we push boundaries, build with speed and intensity, and relentlessly deliver incredible value to our customers.

Fin's Customer Education team drives customer onboarding, adoption, and transformation at scale through on-demand and live educational experiences. Live programming has the opportunity to genuinely connect with customers in unique ways that cut through the noise to build relationships that drive adoption. As a result, we’re looking for someone who can make this program exceptional.

As our Senior Customer Education Manager, Live Programs, you'll own the live training program end-to-end: designing the curriculum, building and delivering the content, running our flagship Fin Academy Live event, and supporting strategic customers alongside our Deployment Services team. This is a high-visibility role where you'll regularly present to users, admins and C-suite audiences, and shape how Fin shows up in the room.

This role requires travel to support live events and customer engagements throughout the year.

• Own the live education program end-to-end by setting the vision, roadmap, and success metrics for what we run, for whom, and to what outcome.
• Design and deliver engaging, live experiences including webinars, cohorts, in-person workshops, and our annual Fin Academy Live event in order to drive customer outcomes and retention.
• Partner with the Deployment Services team to define, create, and deliver tailored training to Enterprise customers, ensuring their teams are able to manage and scale Fin past the initial deployment.
• Partner with the Customer Education team to plan and maintain a holistic training curriculum that supports our customers’ and company’s objectives to provide a cohesive, end-to-end learning experience across all of Fin Academy’s offerings.
• Continually iterate on offerings to increase their impact on onboarding, feature adoption, and automation rate and to incorporate feedback from customers, partners, and cross-functional teams.

• 8+ years of training experience with 3–5 years in a SaaS or tech environment; professional services and/or customer success experience required.
• Strong grasp of adult learning principles and best practices that underpin effective and supportive live training experiences.
• Proven content…