Note: The job is a remote job and is open to candidates in USA. Secureframe is at the forefront of revolutionizing cybersecurity compliance, recognized for its innovative technology solutions. The Customer Education & Content Manager will develop self-serve educational resources to help customers learn independently, enhance product adoption, and drive customer engagement through structured training and content creation.
Responsibilities
- 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
- 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
- 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
- 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
Skills
- 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
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
Company Overview
Secureframe is a provider of security and compliance software services. It was founded in 2020, and is headquartered in San Francisco, California, USA, with a workforce of 201-500 employees. Its website is https://secureframe.com.