How to Write a Job Description for a Customer Education Program Manager

Hiring for a Customer Education Program Manager? You're not alone.

In 2024, program manager and mid-senior level leadership roles in customer education are on the rise. Our team at SaaS Academy Advisors analyzed 125 job postings this year through our Customer Education Job Board, and the data is clear: companies are actively scaling their customer education efforts, and they need experienced talent to lead the charge.

However, attracting the right candidates begins with crafting the ideal job description. Here's how to do it well, backed by real data and examples from today’s market.

1. Be Clear on the Level—and Expectations

Many companies label the role “Program Manager,” but expect the person to build the strategy, manage the LMS, create content, and report on metrics. That’s not just one job—it’s four.

In 2024, the most common customer education roles fall into two categories:

• Education and Training Specialists (hands-on content creation and delivery)

• Managers and Program Leads (strategic oversight and scaling)

According to our job board data, 3–5 years of experience is the baseline for program management roles, but many descriptions call for 10+ years, especially in leadership settings.

SAA Tip: Be honest about what you need. If you're looking for someone to set the vision and build a team, say that. If you're expecting one person to do it all, be prepared to adjust expectations or compensate accordingly.

2. Specify Technical Skills and Tools

One of the most significant shifts in 2024 is the increasing demand for technical proficiency. Our analysis showed a 58% increase in mentions of “technical” in job descriptions compared to 2023.

Today’s program managers are expected to:

• Manage a Learning Management System (LMS)

• Use eLearning authoring tools like Articulate or Rise

• Analyze engagement and performance data

• Coordinate across platforms like Salesforce, HubSpot, or Gainsight

SAA Tip: List the tools your team uses and the level of experience you expect. (e.g., “Proficient in managing content and learners within an LMS such as LearnWorlds or Docebo.”)

3. Emphasize Leadership, Not Just Logistics

This role isn’t just about getting content out the door—it’s about driving adoption, enabling teams, and aligning education with customer outcomes.

In 2024, mentions of “management” increased by 55% in job listings. Strategic program leadership is in demand.

Best practice: If you're hiring a Program Manager to lead cross-functional efforts and represent education at the executive level, say so. Frame the role as a growth opportunity with a clear seat at the table.

4. Clarify Remote vs. Hybrid Expectations

Remote work is no longer the default. In 2024, only 52% of roles listed on our board were remote—down from 75% in 2023. Hybrid and in-office expectations are rising.

SAA Tip: Don’t bury the location policy. Be transparent—early. If hybrid or on-site presence is required, specify how often and for what purposes (e.g., “1–2 days/week in Boston HQ”).

5. Avoid the Unicorn Trap

Too often, companies seek a “unicorn”: someone who can write scripts, build in Rise, manage an LMS, report on ROI, lead a team, and run webinars—usually solo.

The reality? That candidate doesn’t exist. And if they do, they’ll be expensive and likely in high demand.

SAA Tip: Prioritize your top 3–5 responsibilities and list them clearly. Consider what can be trained, outsourced, or grown into over time. Hiring for adjacent experience—like enablement or agency backgrounds—can also be a smart move.

Bonus: Sample Responsibilities to Include

Here’s a sample outline based on real 2024 job postings:

Responsibilities

• Own the strategy, development, and delivery of customer education programs

• Design learning experiences that support product adoption and customer success

• Manage content lifecycle, including updates and measurement of impact

• Collaborate with cross-functional teams (CS, Product, Support, Marketing)

• Lead and scale educational platforms and delivery channels (LMS, webinars, certifications)

Final Tip: Use Real Market Data

If you're hiring, check out our Customer Education Job Board for the latest job descriptions and competitive benchmarks. You can filter by role, salary, location, and more—plus see how long roles are staying open.

Median time to fill a customer education role in 2024? Just 26 days.
That means candidates are moving fast. Your job description should too.

Want feedback on your job post? Reach out to us—we’re happy to review it. And if you're looking to hire quickly, we can feature your job on our board and in our weekly roundup.

Contact us or post a role today.