Customer Success Programs Lead (Education) at Juicebox in San Francisco, CA

Job description

About Juicebox Juicebox is on a mission to help teams win the talent war. In the age of AI, human ingenuity is the ultimate scarce resource. Recruiting is a zero-sum game where you either compete or lose. Teams at Ramp, Notion, and leading AI labs use Juicebox to power their hiring, alongside 5,000+ customers from early-stage startups to Fortune 500 companies. We are on the path to $100M in ARR with 20%+ monthly growth, powering thousands of searches every day and making Juicebox one of the fastest-growing AI SaaS companies in the world. Juicebox has raised over $116M in funding from lead investors including Sequoia Capital, DST Global, and NFDG. Read more about our $80M Series B here. Additional investors in Juicebox include Y Combinator, Coatue, Bond, Lux, Verified Capital, and Committed Capital. About the Role We're building the Programs layer that turns great individual Customer Success work into a repeatable, scalable motion. This role sits at the intersection of customer education, community, and advocacy: three levers that drive adoption, expansion, and retention at scale. You'll be the first person dedicated to this at Juicebox, which means you're building from scratch with full ownership and a direct line to the VP of CS and leadership team. You're building something that doesn't exist yet at a company growing 20% month over month. The programs you build will directly accelerate NRR, reduce CSM burden, and create a customer community around a product people genuinely love. You're building something that doesn't exist yet at a company growing 20% month over month. The programs you build will directly accelerate NRR, reduce CSM burden, and create a customer community around a product people genuinely love. • You Will • Onboarding and Time to Value: Design structured onboarding curricula (101/201/301-style progressions) that get new customers to first value fast and reduce dependency on 1:1 CSM time during ramp. • Self-Serve Education Infrastructure: Build in-product education, help content, playbooks, and guided workflows that let customers unblock themselves without opening a support ticket or waiting on a CSM. • Live Programs: Own and run recurring webinars, office hours, and cohort-based trainings async and in person that deepen adoption of core and advanced features, including agent workflows. • Content and Curriculum Ownership: Build a coherent content library and learning path, not disconnected assets, so customers always know what to learn next based on where they are in their journey. • AI-Enabled Content Scaling: Build a system, not a manual process, for keeping education content current against constant product changes. Use AI to detect when shipped features make existing docs, videos, or in-product guidance stale, and to accelerate first-draft content creation for new releases. • Certification: Design and run certification programs for customers and internal CSMs to standardize what "good" usage looks like and create a credential customers want to earn. • Measurement: Define and track education's impact on adoption, time to value, and retention, so this function operates with the same rigor as any other revenue-driving program, not as a soft cost center. • Education Tooling: Select, implement, and manage the LMS and supporting education stack, course authoring, video hosting, in-product guidance, and analytics, making build vs. buy calls as the program scales. • Cross-functional Partnership: Work closely with CSMs to identify where education gaps are driving churn or dormancy risk, and with Product to feed education-driven customer feedback into roadmap priorities. • You Have • 4+ years in a Customer Education, CS Programs, Lifecycle, or Enablement role at a fast-growing company. • Experience building a customer education motion from scratch, not just inheriting or maintaining one. • Strong instincts for instructional design: you know how to break down complex product workflows into content that's simple, eng