Digital Science
Head of Customer Learning
🇺🇸 New York, NY
🕑 Full-Time
💰 TBD
💻 Learning & Development
🗓️ May 21st, 2025
LMS
SaaS
Edtech.com's Summary
Digital Science is hiring a Head of Customer Learning. The role involves creating and managing a modern, scalable learning strategy to enhance user understanding and drive product adoption across various market segments and customer types. The Head of Customer Learning will collaborate with multiple departments to integrate AI and automation into learning strategies, ensure high-quality educational resources, and support long-term engagement.
Highlights
- Define and lead a scalable customer learning strategy for onboarding, feature adoption, and long-term engagement.
- Develop certification programs and guided learning pathways to enhance customer value and loyalty.
- Implement and optimize Skilljar as the Learning Management System (LMS).
- Create high-quality educational resources tailored to the company's evolving solutions.
- Leverage AI and automation for personalized learning experiences and content generation.
- Collaborate with various teams to reduce support ticket volume and enhance customer engagement.
- Analyze support trends and learner feedback to refine the learning ecosystem.
- Oversee a team of customer learning professionals, ensuring alignment with business priorities.
- Experience with Skilljar or comparable LMS and strong communication skills are essential.
- 5+ years in customer education and 3+ years in leadership roles required.
Head of Customer Learning Full Description
Head of Customer Learning
Digital Science
We are Digital Science and we are advancing the research ecosystem.
We are a pioneering technology company, and our vision is of a future where a trusted and collaborative research ecosystem drives progress for all. We believe in better, open, collaborative and inclusive research. In creating the next generation of tools and working in partnership with the community we tackle some of the biggest challenges to research. In order to achieve our vision, we need innovative, inspiring and dynamic people to join our team. Do you want to join us in achieving our vision?
New York
Professionals
About us
We are a pioneering technology company, and our vision is of a future where a trusted and collaborative research ecosystem drives progress for all. We believe in better, open, collaborative and inclusive research. In creating the next generation of tools and working in partnership with the community we tackle some of the biggest challenges to research. In order to achieve our vision, we need innovative, inspiring and dynamic people to join our team. Want to join us?
Your new role
At Digital Science, we put our customers at the core of everything we do—and that starts with a deep respect for curiosity, dedication and commitment intrinsic to research. Whether it’s an individual researcher exploring new tools, or a global enterprise seeking to scale insights across teams, our users are driven by discovery. We’re here to support that journey in the solutions we sell and the experience we provide. When people thoroughly understand how to get the most out of our solutions, they’re empowered to do more, ask more, and innovate faster.
At Digital Science, we put our customers at the core of everything we do—and that starts with a deep respect for curiosity, dedication and commitment intrinsic to research. Whether it’s an individual researcher exploring new tools, or a global enterprise seeking to scale insights across teams, our users are driven by discovery. We’re here to support that journey in the solutions we sell and the experience we provide. When people thoroughly understand how to get the most out of our solutions, they’re empowered to do more, ask more, and innovate faster.
As our product suite continues to grow and evolve across market segments—from B2C platforms to multi-stakeholder B2B solutions—equipping users to confidently engage with our tools is critical to long-term adoption, retention and growth.
The Head of Customer Learning is responsible for defining and delivering a modern, scalable learning strategy that enhances user understanding, drives adoption, and supports both self-serve and high-touch engagement. This role spans the full customer lifecycle and serves all our product lines, including academic, enterprise, government, and publishing.
By championing high-quality educational resources, certifications, and intuitive learning experiences, this leader ensures that our customers are equipped to realise value from our solutions. The Head of Customer Learning will also collaborate closely with colleagues in Customer Engagement, Support, Product, Marketing, and People to unify our external and internal learning strategies, while driving innovation through AI and automation.
Please be aware that we may close this position early if we receive a high volume of applications, so we encourage you to apply promptly.
Please be aware that we may close this position early if we receive a high volume of applications, so we encourage you to apply promptly.
What you’ll be doing
Customer Learning Strategy & Delivery
- Define and lead a scalable customer learning strategy that supports onboarding, feature adoption, and long-term engagement across products and customer types.
- Develop and deliver certification programs, guided learning pathways, and just-in-time education to drive customer value realization and loyalty.
- Lead the implementation and optimization of Skilljar as our Learning Management System (LMS), ensuring the platform supports intuitive delivery, content modularity, and strong reporting capabilities.
Content, AI & Automation
- Oversee the creation of high-quality educational resources—including tutorials, webinars, FAQs, and e-learning modules—tailored to our evolving solutions..
- Partner with internal AI enablement and product teams to design and integrate AI-powered tools, such as recommendation engines, intelligent search, auto-generated content, and adaptive learning flows.
- Explore and implement generative AI and LLM-based solutions to improve scalability, personalize learning experiences, and reduce manual effort in content development.
Operational Enablement & Scale
- Collaborate with Support and Engagement to ensure learning programs reduce ticket volume, accelerate onboarding, and enable proactive guidance at scale.
- Use automation and learning analytics to enhance content discoverability, measure usage trends, and identify intervention points in the customer journey.
Measurement & Continuous Improvement
- Define KPIs to track the impact and ROI/ROE of learning programs—including learner engagement, completion rates, satisfaction, and product adoption.
- Regularly analyze support trends, product data, and learner feedback to identify content gaps and continuously refine the learning ecosystem.
Data & Impact
- Define and track KPIs to measure the effectiveness and ROI of learning programs—including usage, satisfaction, outcomes, and downstream adoption.
- Use insights from customer interactions, support trends, and engagement feedback to identify gaps and drive continuous improvement in learning assets.
Team Leadership & Cross-Functional Collaboration
- Build and lead a high-performing team of customer learning professionals, ensuring clear goals, career development, and alignment with business priorities.
- Act as the central voice for customer education, working closely with Support, Engagement, Product, Marketing, and the People team to unify internal and external learning strategies.
- Collaborate with the People team to identify opportunities to extend customer learning content and platforms to internal enablement and onboarding.
Innovation & Thought Leadership
- Stay at the forefront of learning science, digital education trends, AI advancements, and LMS/LXP innovation to evolve our customer learning offerings.
- Advocate for customer learning as a strategic lever for product success, long-term retention, and customer satisfaction.
What you’ll bring to the role
- 5+ years of experience in customer education, enablement, or learning design, preferably within a B2B SaaS or complex product ecosystem.
- 3+ years in a leadership role, with a proven track record of building and mentoring high-performing teams and delivering scalable learning programs.
- Demonstrated success in designing and deploying learning experiences using Skilljar (or a comparable LMS/LXP), including experience with certification programs and content modularity.
- Deep understanding of learning strategy, instructional design principles, and how to apply them to diverse customer audiences (self-serve and high-touch).
- Experience leveraging AI and automation to improve learning experience, content delivery, and scalability (e.g., personalized learning paths, content generation, or predictive insights).
- Strong project management and organizational skills, with the ability to lead cross-functional initiatives and influence stakeholders across Product, Support, Marketing, and Customer Success.
- Comfort working in a data-informed environment with the ability to define, monitor, and optimize learning KPIs.
- Familiarity with tools such as content management systems, support platforms (e.g. Freshdesk, Front), and customer engagement analytics.
- A strong communicator and collaborator with customer empathy and a passion for innovation in education and enablement.
Not sure you meet all qualifications? Let us decide! Research shows that women and members of other under-represented groups tend to not apply to jobs when they think they may not meet every qualification, when in fact, they often do! We are committed to creating a diverse and inclusive environment and strongly encourage you to apply.
Living our Values
We invest in, nurture and support innovative businesses and technologies that make all parts of the research process more open, efficient and effective.
The talent we secure is fundamental to us achieving our vision and our growth plans. The values we live by are:
We are brave in the pursuit of better
We are collaborative and inclusive
We are always open-minded
We are from and for the community
We're an equal opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
We're an equal opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
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