Customer Education Lead

Department: Customer Experience

Employment Type: Full Time

Location: Remote - USA

Reporting To: Chief Customer Officer

Compensation: $115,000 - $125,000 / year

Impruvon was founded with a mission to transform medication management for vulnerable populations through innovation, accountability, and compassion. Our platform empowers care teams by simplifying complex workflows, preventing medication errors, and ensuring compliance, ultimately improving safety, outcomes, and independence for individuals in long-term care and IDD settings. At Impruvon, we are innovative, driven, and willing to go the extra mile. Our team operates like a family: supporting each other both professionally and personally.

We listen first, build with empathy, and remain committed to solving problems that have a meaningful impact on people’s lives.

About the Role Impruvon is seeking a Customer Education Lead to own training programming across our customer base. This is a foundational role responsible for ensuring customers are fully trained, operationally prepared, and equipped to get lasting value from the Impruvon platform. The Customer Education Lead will build, maintain, and deliver training content across multiple formats, from virtual and live onboarding sessions to self-serve microlearning libraries and end-user assessments.

They will also lead a train-the-trainer model, upskilling both internal Customer Success Managers (CSMs) and customer Super Users to deliver consistent, high-quality training at scale.

Impruvon is moving from training delivered primarily by CSMs and Implementation leads to a self-service-first model, in which end users complete a structured onboarding path, practice in a dedicated training environment, and earn certification through role-based assessments. Certification is not a completion certificate: competency is verified, recorded, and carries weight for the staff member, their organization, and in a compliance review.

The Customer Education Lead will own this transition, including selecting and implementing a learning management system (LMS) and partnering with Product and Engineering on the in-platform learning experience.

This role works across our full customer portfolio, including state program partners, enterprise accounts, and commercial customers. As the function grows, the Customer Education Lead will hire and lead a small team and contribute to building a scalable Customer Experience organization.

• Lead comprehensive, role-based end user onboarding for new customers across IDD, Behavioral Health, and Long-Term Care settings.
• Deliver live virtual and in-person training sessions tailored to audience type (frontline staff, program managers, administrators, clinical leads, executives).
• Establish a scheduled, facilitated virtual training program that runs as a standing service rather than as one-off sessions, including the facilitation model that allows it to scale beyond a single trainer.
• Develop and maintain a library of self-serve training resources including video walkthroughs, guided click-throughs, help articles, and quick reference guides.
• Offer end users more than one path to the same competency so that role, shift, and comfort with technology do not determine who succeeds.
• Design for continuous onboarding. Turnover in these settings is high, and new staff arrive long after an implementation has closed.

• Design a tiered, role-based curriculum spanning foundational training for all users, role-based and device-based workflow training, go-live readiness, and ongoing lifecycle education.
• Build and maintain high-quality training materials, including instructor-led presentations, facilitator guides, job aids, FAQs, compliance-focused workflows, and on-demand modules.
• Build a modular content library that can be assembled into universal, state-specific, and customer-specific programs without maintaining parallel content sets.
• Develop custom training programs and materials for state program partners and enterprise accounts as applicable.
• Partner with the Product team to develop training content for feature releases and product updates, ensuring materials are ready at launch.
• Update existing materials proactively when regulatory requirements, customer workflows, or product functionality changes.

• Build and administer end-user assessments that measure readiness against the…