Customer Education Program Manager

About the role

About this role Hi, I'm Jace , and I founded Ashby's Customer Education function in 2025. We've expanded the team since then, I now lead the team and am excited to be hiring our next Program Manager! Our team is built on a simple belief: Ashby Academy should feel like every customer's personal CSM. Regardless of tier or team size, every Ashby customer deserves content that meets them where they are - practical, accurate, and genuinely useful. That standard shapes everything we build, and it's what's driven the development of our growing Academy courses, webinar program, and playbook library. We have ambitions to expand both the depth of our content and the formats we deliver it in, and this hire is a meaningful part of getting there. As our next Customer Education Program Manager, you'll own customer-facing education work end to end. We're looking for someone who knows Ashby well enough to coach users on how to use it, and can translate that coaching into content that scales. You'll turn complex product workflows into clear, practical learning experiences, and partner closely with Customer Success, Product, PMM, and Recruiting Operations Consulting to make sure what we build is grounded in how customers actually work. This is a hands-on role. You won't be setting strategy and handing it off. You'll be in the work: scoping, writing, building, reviewing, refining, and shipping. What you'll do at Ashby Own net-new customer education work from concept through publication, including courses, playbooks, recordings, and other learning assets Define the goal and shape of each learning asset - what it should help customers do, for whom, and in what format - then gather SME input, design the approach, and build it Refresh and improve existing Academy content so it stays aligned with how Ashby actually works today Translate complex Ashby workflows into clear, practical, outcome-oriented education - the kind that helps customers understand not just what to do, but why it matters Partner cross-functionally with CS, Product, PMM, and RecOps Consultants to identify high-value education opportunities and get the right assets out at the right time Contribute to the systems, standards, and workflows that help Customer Education scale while maintaining high-quality learning experiences Help us explore adjacent formats when useful - lighter-weight tutorials, in-app guidance, and other just-in-time learning moments Typical workload: You'll manage 2-3 new courses or major playbooks per quarter, plus ongoing refreshes and maintenance of existing content. Most of your time goes into building the work yourself (writing, recording, designing learning flows). Examples of work you might own Build a new Academy course that helps customers adopt a new Ashby feature or module Turn product and SME input into a practical playbook tied to a real recruiting outcome Record voiceover for a customer-facing learning asset Audit and refresh an existing course after a product change so it reflects how Ashby works today Partner with RecOps Consulting or other SMEs to build something that helps customers apply a concept, not just understand it Experiment with lighter-weight format when a full course isn't the right answer Role requirements You already know Ashby well. You understand how its workflows are structured, where users can get stuck, and what it takes to use it effectively. Formal customer education experience isn't required. What matters is Ashby fluency and the ability to translate that into coaching and content. Beyond your Ashby depth, you could be a great fit if you also have: You've taught something complex before. Whether live, through writing, or both, you've helped someone understand a complicated product or process and have ideas on how to turn that into something scalable. You can juggle multiple projects. You manage several at once without losing momentum when priorities shift. You're a strong writer. You can make complicated things feel clear and useful on the page. You're comfortable recording voiceovers. Recording yourself for customer-facing content feels natural, not like a stretch. You own work end-to-end. You can take something from problem framing through build and launch without needing a fully mapped plan first. You work well with subject matter experts. You know how to pull what you need from busy stakeholders without losing momentum or clarity. You have good judgment about scope. You can tell when something should be deep, lightweight, or optimized for speed, and you choose intentionally. Traditional customer education experience isn't required. The background that matters most is hands-on Ashby experience - as a recruiter, a recruiting ops practitioner, an implementation specialist, a CSM, or someone who has simply used Ashby deeply e

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