Customer Education Lead

The role:

As Customer Education Lead, you will own how Proton's products land - with our customers and with our own teams. AI has fundamentally changed our shipping velocity: we're releasing more products and features than at any point in company history, and that pace is only accelerating. What hasn't scaled yet is the bridge between what we ship and what customers actually adopt. This role is that bridge.

You'll sit at the intersection of Product and Customer Success. When a new product or feature ships, you own the education layer: internal enablement so CS, Support, and Sales can speak to it confidently, and customer-facing programs that drive activation. You'll also own how we bring customers into alpha and beta programs - recruiting the right accounts, activating them, and turning early usage into feedback loops that make the product better before GA.

This is not a purely digital motion. For our most strategic launches and accounts, education is white glove: hands-on working sessions, tailored rollout plans, and direct time with customer teams. You'll know when a launch calls for a webinar and a help doc, and when it calls for sitting down with a customer's sales team and walking them through it yourself.

This is a product-profile role. We're looking for someone who thinks like a product manager - who starts from what the product does and why it matters, and builds education programs backward from adoption outcomes, not content volume.

We're hiring someone in the Greater Boston area open to a hybrid schedule (3 days in-office/week, Harvard Square).

What you'll do:

• Own the education workstream for every product and feature launch, from alpha through GA
• Build an awareness engine that keeps pace with our AI-accelerated shipping velocity - customers should always know what's new, why it matters, and how to use it
• Train CS, Support, and Sales on new products and features before they reach customers, and build a repeatable internal readiness motion
• Own customer activation through alpha and beta launches: recruit participants, onboard them, drive real usage, and design feedback loops with Product that generate actionable signal
• Deliver white-glove education for strategic launches and accounts: hands-on working sessions, tailored rollout plans, and direct enablement of customer teams
• Build and maintain the scaled education foundation: onboarding content, product academies, webinars, and self-serve resources
• Segment deliberately - decide which launches and accounts warrant high-touch treatment and which are served through scaled programs, and design both to a high standard
• Measure education impact through adoption, time-to-value, and support deflection - and iterate based on the data
• Partner with CSMs to embed education into the customer journey rather than bolting it on

You'll be a great fit for this role if you are:

• Product-Minded - You have a product profile - you may have been a PM, product marketer, or product-adjacent educator. You understand how software gets built and shipped, and you can go deep on functionality quickly
• A Clear Communicator - You can take something technical and make it land - in a doc, a training, a webinar, or a two-line Slack post
• A Builder - There's no playbook here yet. You're excited to create the education function from scratch and make it a launch-critical motion
• Comfortable in the Room - You're as strong live with customers as you are behind a keyboard. Running a working session with a distributor's sales team energizes you - this isn't a role for someone who only wants to produce content
• A Cross-Functional Operator - You're comfortable being the connective tissue between Product and Customer Success, and you know how to drive work through teams you don't manage
• Data-Driven - You measure education by adoption and activation outcomes, not content produced
• Customer-Obsessed - You genuinely enjoy getting customers hands-on with new products and turning early adopters into champions

Required experience:

• 3+ years in product management, product marketing, customer education, or a product-adjacent customer-facing role in SaaS
• Experience supporting or leading product launches, with exposure to both internal enablement and customer-facing activation
• Demonstrated ability to create education content across formats (live sessions, docs, video, webinars), including with AI tools
• Excellent communication and facilitation skills - you can adapt your message clearly and confidently based on your audience
• Experience in or enthusiasm for working in a fast-paced, evolving environment such as an early-stage startup
• Comfort using data to guide decisions; experience with tools like Mixpanel, Looker, or similar analytics tools is a plus

Benefits: