Customer Education Manager

Bridgit is looking for a Customer Education Manager to serve as the connective tissue between our customers and the product. Helping them get the most out of Bridgit through responsive support, proactive enablement and scalable digital education. This role sits at the intersection of customer adoption, product knowledge, and content creation and is central to our vision of building a more self-serve, high-impact customer experience.

You will own three interconnected pillars: customer support, enablement content & knowledge management. As well as, the systems and digital tools that power how we educate customers  you're energized by solving customer problems, building things that help people learn and operating as a cross-functional quarterback then this is the role is for you.

• Develop customer-facing enablement content including help articles, video walkthroughs, and other assets that support self-serve learning
• Build and maintain an enablement roadmap that maps out what customers need to be successful and reduces reliance on live support
• Own and expand the knowledge base, keeping documentation accurate, up to date, and aligned with new product releases
• Coordinate cross-functionally on releases, ensuring customers who have requested features are informed and that feedback loops are closed
• Partner with Marketing on customer communications and campaigns that educate and re-engage the customer base

• Manage the support queue via Pylon, triaging and responding to customer inquiries in a timely and professional manner
• Troubleshoot and reproduce issues, performing initial investigation before escalating to the development team
• Quarterback issue resolution by coordinating with engineering and communicating updates back to customers until issues are fully resolved
• Hop on customer calls to provide product expertise, answer optimization questions, and work through challenges in real time
• Identify re-engagement opportunities including accounts that would benefit from re-onboarding or a workflow reconfiguration and coordinate the handoff to the Customer Delivery Team
• Data analysis including analyzing support tickets uncovering themes to surface cross-functionally and to inform content needed for customer education

• Own Userflow as the primary administrator, configuring and optimizing digital touch onboarding flows that guide customers through the product
• Manage Beamer to set up and publish in-app release notifications, targeting the right accounts with the right messages at the right time
• Develop account-level re-engagement strategies using digital tools to proactively reach customers who may be underutilizing the platform
• Act as the systems quarterback for the Implementation’s team's internal tooling, ensuring workflows, documentation, and processes are set up for scale

• Customer-obsessed problem solver — you genuinely enjoy helping people and don't stop until the issue is resolved and the customer feels supported
• Clear, confident communicator — you're comfortable on customer calls and equally strong in written documentation and async communication
• Self-directed and organized — you can manage a busy support queue, an active content roadmap and cross-functional coordination without dropping the ball
• Tech-savvy and systems-minded — you pick up new tools quickly and think in terms of workflows, scalability and process improvement; comfortable with technical language and working with developers to troubleshoot issues
• Curious about product — you develop deep product knowledge and stay on top of new releases so you can speak to them confidently with customers
• Cross-functional collaborator — you…