Customer Education Specialist
Department: Customer Experience
Reports To: Customer Education and Training Manager
Location: Remote – United States
Position Summary
The Customer Education Specialist plays a key role in developing, managing, and delivering educational resources and training programs that enable customers to fully leverage OnBoard’s software solutions across all product lines. This role focuses on designing and delivering engaging training experiences—both live and on-demand—that enhance user engagement, improve product adoption, and deliver a consistent and effective learning experience across the OnBoard platforms.
Key Responsibilities
- Develop and maintain high-quality help articles to support both new and existing features.
- Lead the creation, deployment, and ongoing management of in-app guidance using Pendo, including guides, badges, and tooltips, to support onboarding and feature adoption.
- Create and manage learning management system (LMS) course content.
- Conduct group training webinars, guiding customers through key functionalities.
- Deliver internal feature training and enablement sessions to support new employee onboarding and ensure company-wide understanding of product updates.
- Produce and edit training videos to enhance customer learning experiences.
- Partner with product for testing, feature release updates, and ensuring proper documentation relevant to releases or work-arounds.
Skills & Experience
- B.A./B.S. Instructional Design, Education, Learning Sciences or similar
- 3-5 years of experience in education or training, customer onboarding, implementation – preferably in the SaaS industry.
- 2-3 years of experience with learning management systems (LMS) and course creation tools.
- 1-2 years of experience with in-app guidance tools such as Pendo (preferred), WalkMe, or similar platforms.
- 1-2 years of video editing experience using tools like Camtasia, Adobe Premiere, or similar.
- Experience with designing and delivering engaging live training sessions preferred.
- Strong writing skills for creating clear and engaging help documentation.
- Ability to collaborate cross-functionally with product, marketing, and customer success teams.
- Strong organizational skills with the ability to manage multiple projects simultaneously.
- A passion for customer success and education.
- Experience using Microsoft Office, Zendesk, Camtasia, or similar systems.
- Optional: Experience in building a revenue-generating training business.
- Preferred: Demonstrated knowledge and hands-on experience with artificial intelligence tools and concepts (such as machine learning, NLP, or automation). Candidates must show agility in adapting to new AI technologies and provide examples of applying AI to drive business outcomes.
Competencies:
- Accountability
- Adaptability
- Applied Learning
- Business Acumen
- Collaboration
- Customer Focus
- Dealing w/Ambiguity
- Decision Making
- Driving for Results
- Initiating Action
- Planning & Organizing
- Technical/Professional Knowledge/Skills
About the company:
Boards set the standard for what organizations can achieve. At OnBoard, our board management software helps boards function at a higher level so every organization can make a bigger difference in the world.
Launched in 2011, today, OnBoard serves as the board intelligence platform for more than 5,000 organizations and their 12,000 boards and committees in 60 countries worldwide. With customers in higher education, nonprofit, healthcare systems, government, and enterprise business, OnBoard is the leading board management provider.
OnBoard has grown from a class project at Purdue University in West Lafayette, Indiana in 2003 into the world’s leading board management software platform today. Backed by JMI Equity and the acquisitions of eScribe and Govenda, OnBoard is positioned to become the industry leader in Board Management and Meeting Solutions for private and public sector entities.
Benefits and Perks:
- Company provided equipment (laptop, software, etc.)
- Employment with a growing, casual, fun, philanthropic minded company
- Employer paid extended health benefits, including health spending account (CAN based employees)
- US Based Employees
- Comprehensive, high-quality medical/prescription drug plan options, as well as dental and vision plan offerings.
- An employer contribution to your Health Savings Account (HSA) if you participate in a High Deductible Healthcare Plan.
- Medical Flexible Spending Accounts available.
- Dependent Care Flexible Spending Accounts available.
- Basic life insurance in the amount of $50,000 or 1 X’s your salary (whichever is higher).
- Short and long-term disability and Accidental Death and Dismemberment benefits at no cost to you.
- 401K Retirement Savings Plan with automatic enrollment at the first of the month following 60 days of employment at 5% to help you secure your financial freedom. We offer a generous company match that starts on the first of the month following 60 days of employment. The company match is dollar for dollar on the first 3% of your pay that you contribute and $0.50 on the dollar on the next 2%, for a total match of 4%.
- Paid Time Off (PTO)/Holiday
Diversity Statement – Culture of Togetherness:
At OnBoard, our mission is to encourage and celebrate a culture of togetherness. We acknowledge that uniqueness is powerful, and we welcome, foster, and appreciate all. Diversity, Equity, and Inclusiveness fuel the Pathfinder atmosphere and all our efforts. Our power is in our people and we Pledge 1% to give back to our communities and across the globe.
OnBoard is an equal opportunity employer and committed to a diverse and inclusive working environment. Passageways does not discriminate based on race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation please email peopleops@passageways.com.
