Hybrid Customer Education Manager

at Auror

• Job title: Customer Education Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $90,000 - $136,000 per year
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Denver, United States

About the role

• Customer Education Manager at Auror building role-based learning experiences for customers. Focused on strategy and implementation to drive platform adoption and retention.

Responsibilities

• Own the strategy and roadmap for Auror’s customer education program, including the selection and implementation of a learning management system (LMS).
• Design and build role-based learning pathways for key user personas — store associates, LP investigators, law enforcement, senior leaders, and system integrators — that reflect how each user actually engages with Auror.
• Build contextual learning modules that surface automatically at the right moments: first login, feature unlocks, and new module access — keeping knowledge fresh without friction.
• Develop engaging content including interactive modules, video walkthroughs, assessments, and certifications — leveraging AI tools to accelerate scripting, production, and iteration so you can ship more, faster.
• Ensure all education content is available in users’ native languages, using AI-assisted translation workflows, and partnering with local teams, to reach every market.
• Build dedicated onboarding and upskilling pathways for system integrators, enabling them to confidently plan, build, deploy, and maintain the full Auror setup — hardware and software.
• Define and track education metrics — module completion rates, assessment scores, time-to-proficiency, and user satisfaction — and use data to continuously improve content effectiveness.
• Work closely with Customer Success to identify training gaps, surface adoption blockers early, and free the CS team to focus on high-value, strategic customer engagement.
• Build training materials and workflows specifically for CS teams — helping them understand what’s changing, how to position it to customers, and how to follow the right internal processes.
• Own the Help Center roadmap, including content strategy, structure, audit cadence, and continuous improvement.
• Partner with Product and Marketing to ensure education content stays current with platform updates, new features, and evolving use cases — using AI to help maintain and refresh materials at pace.
• Champion an ‘always on, always relevant’ philosophy, treating education as a continuous journey — not a one-time onboarding event.

Requirements

• You have experience in customer education or a role with meaningful transferable skills — and you have a clear point of view on what prevents customers from getting value from a product.
• You communicate clearly and in a way that makes things click — whether that’s in a customer call, a training session, or written materials. You know how to explain complex things simply and make them stick.
• You are both a builder and a do-er. You can create the strategy and then execute it yourself — producing, recording, editing, and publishing training materials.
• You are AI-native. You reach for AI tools instinctively — to draft scripts, generate localised content, analyse engagement data, keep materials current, and find 10x shortcuts others haven’t thought of yet. You see AI not as a nice-to-have, but as the thing that makes a team of one have impact like a team of ten.
• You think in patterns — you notice what confuses or blocks customers repeatedly and instinctively want to solve for it at scale, not one conversation at a time.
• You use data to tell a story. You’re comfortable working with adoption metrics, engagement signals, and customer feedback to understand what’s working, what isn’t, and what to do next.
• You understand the customer journey deeply — you know the moments where customers get stuck, lose momentum, or disengage, and you’re motivated to fix those moments at source.
• You build trust with customers and colleagues alike. You adapt how you communicate based on your audience — whether that’s a frontline store associate, an LP investigator, or a senior stakeholder.
• You are organised and can manage multiple content workstreams simultaneously without compromising quality.
• You are proactive and self-directed. You don’t wait to be told what to build — you spot the gap, make the case, and get started.

Benefits

• Competitive salary range: Depending on level of experience, between $90,000 - $136,000 (IC3 - IC4)
• Employee share scheme: You’ll own part of a company making a real difference!
• Flexibility: We are hard-working and outcome focused, but recognise there is more to life than work. We promote a healthy work/life blend.
• Shorter work weeks (at full pay): Everyone gets Friday afternoons off, so you can start your weekend early, and do more of whatever it is that makes you happy.
• Focus on mental and physical health: We understand how vital our health is and have policies to support your wellness, including Wellness Days, and up to $500 USD for expert sessions every year.
• Health care plan (Medical, Dental & Vision): Auror covers 100% of the cost of your individual health insurance plan with Anthem & Metlife.
• Family-friendly: We offer comprehensive paid parental leave - 12 weeks for birth parents and 6 weeks for non-birth parents following birth, adoption, or surrogacy, available to all Aurors from day one.
• Personal growth: We support our team to participate in courses, conferences, or events that will help them develop their skills.
• Team love: We have regular team lunches and social events where most (if not all) activities are during work hours.