Customer Education & Content Manager

At Secureframe, we are not just a company; we are at the forefront of revolutionizing cybersecurity compliance. Recognized as one of the industry's most innovative and trusted providers, Secureframe has consistently received accolades for our advanced technology solutions and commitment to excellence. With a robust portfolio of products that safeguard thousands of businesses worldwide, we have been featured in major publications such as Forbes’ next billion dollar startups, TechCrunch, and The Wall Street Journal for our transformative impact on the way companies achieve and maintain compliance standards. As we continue to grow, our mission remains clear: to provide seamless, secure compliance solutions that enable businesses to focus on what they do best. Joining Secureframe means becoming part of a dynamic team dedicated to professional excellence and continuous learning in an environment that values creativity and forward-thinking. Secureframe is backed by top VCs including Kleiner Perkins, Accomplice, Gradient Ventures (Google’s AI Fund), BoxGroup, Village Global, and many more. About the Role The Customer Education & Content Manager will own everything that helps customers learn Secureframe independently, from screen-recorded product walkthroughs and compliance framework training courses to internal Sales, Implementation, and Channel Partner enablement. This person will sit under the Customer Experience team (within the broader Customer Success org) and report to the Director of Support. Secureframe highly values having employees working in-office to foster a collaborative work environment and company culture. For office-based employees (employees who live within a defined radius of a Secureframe office), Secureframe considers working in the office, approximately 30% of the time under current policy, to be an essential function of the employee's role. Benefits: - Industry-competitive salary and equity - Medical, dental, and vision benefits for you and your dependents - Flexible time off so you can rest, recharge, and stay at your best - 401(k) - Paid family leave - Ground floor opportunity as an early member of the team Secureframe is an equal opportunity employer. We aim to create an environment where every team member at Secureframe feels like they belong so they can have a greater impact on our business and customers. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Collaboration, connection, and having fun with colleagues is an important part of our culture as a remote first company.  Therefore, all employees must be able to travel by air to company offsites two to four times per year (reasonable accommodations will be made where appropriate). We've become aware of fraudulent job offers and recruiters falsely claiming to represent Secureframe. Please note: 1. Official Communication: All genuine Secureframe recruiting communication and job offers are sent from @secureframe.com email addresses. 2. No Fees: We never ask for payments or fees from job applicants at any stage. Why this role matters As Secureframe grows its SMB and mid-market customer base, including customers at lower price points who need to succeed independently, scalable self-serve education is no longer optional. A well-built training academy reduces time-to-value, drives deeper product adoption, and ensures customers are getting full value from their investment without requiring 1:1 time from our team for every question. — What You'll Own Customer Training Academy Reduce inbound support tickets on trainable topics by building structured, self-serve learning paths across CMMC, FedRAMP, SOC 2, ISO 27001, HIPAA, and core product features Increase self-serve adoption for SMB and mid-market customers by ensuring every top-trafficked help center article has a companion video walkthrough Drive deeper platform engagement through certification and completion-based programs that give customers a measurable reason to return to the academy Product Video & Walkthrough Content Maintain a current, accurate video library covering every major feature and workflow, so customers always have an up-to-date reference Produce micro demos and short-form walkthroughs for high-frequency "how do I" questions, so customers self-serve answers in under two minutes without opening a ticket Accelerate customer awareness of new features by scripting and producing release videos in collaboration with Product and Marketing — before customers need to ask Shorten time-to-value for new customers by ensuring onboarding video content reflects the latest product UI at all times Internal Enablement Create and maintain enablement content for Sales: demo scripts, competitive positioning, objection handling videos, and product update summaries Create and maintain enablement content for Implementation: onboarding runbooks, handoff guides, and process walkthroughs Build a channel partner enablement library so resellers and MSPs can ramp independently without requiring Secureframe headcount Adoption & Impact Drive active usage of the academy by partnering with Product and CS teams to surface content at key moments in the customer lifecycle Measurably reduce the volume of 1:1 training, walkthrough, and "show me how" requests handled by CSMs, freeing CSM capacity for higher-value strategic work Own the content strategy for the Comply AI knowledge base, keeping it current as the product evolves Track and report on education KPIs: course completion rates, video engagement, support ticket deflection, and time-to-value metrics Identify content gaps by reviewing support ticket trends, help center analytics, and cross-functional feedback Who we're looking for Experience launching or scaling a customer education function from scratch — you've built the library, owned the platform, and driven adoption, not just maintained what someone else created Thrives in cross-functional environments — this role requires tight, ongoing partnership with Product, Marketing, CX, CS, and Implementation to stay current and drive impact Comfortable producing high-quality screen recordings with voice narration using modern tools (Loom, Camtasia, ScreenFlow, or similar) — you make the videos yourself, you don't just manage people who do Strong written communication and scripting skills, you can write course copy, help center articles, and instructional scripts that don't need heavy editing from SMEs Experience with LMS platforms (Skilljar, Gainsight CE, Northpass, Docebo, or similar) Technical fluency with SaaS products — not a developer, but able to navigate integrations, APIs, and complex platform workflows and explain them clearly Ability to prioritize a content backlog using data: help center analytics, ticket tagging, and product usage signals 3+ years of experience in SaaS, ideally in a content, education, enablement, or instructional design role Background in GRC, compliance, or security awareness training Experience building and running a customer certification or badging program Comfort on camera for webinars or live training sessions Experience building channel or partner enablement programs

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      "text": "Why this role matters",
      "content": "\n<li>As Secureframe grows its SMB and mid-market customer base, including customers at lower price points who need to succeed independently, scalable self-serve education is no longer optional. A well-built training academy reduces time-to-value, drives deeper product adoption, and ensures customers are getting full value from their investment without requiring 1:1 time from our team for every question.</li>\n<li>—</li>\n<li><strong><strong>What You'll Own</strong></strong></li>\n"
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      "text": "Customer Training Academy",
      "content": "\n<li>Reduce inbound support tickets on trainable topics by building structured, self-serve learning paths across CMMC, FedRAMP, SOC 2, ISO 27001, HIPAA, and core product features</li>\n<li>Increase self-serve adoption for SMB and mid-market customers by ensuring every top-trafficked help center article has a companion video walkthrough</li>\n<li>Drive deeper platform engagement through certification and completion-based programs that give customers a measurable reason to return to the academy</li>\n"
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      "text": "Product Video & Walkthrough Content",
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      "text": "Internal Enablement",
      "content": "\n<li>Create and maintain enablement content for Sales: demo scripts, competitive positioning, objection handling videos, and product update summaries</li>\n<li>Create and maintain enablement content for Implementation: onboarding runbooks, handoff guides, and process walkthroughs</li>\n<li>Build a channel partner enablement library so resellers and MSPs can ramp independently without requiring Secureframe headcount</li>\n"
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      "text": "Who we're looking for",
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