[Hiring] Customer Education Lead @Impruvon

Role Description

Impruvon is seeking a Customer Education Lead to own training programming across our customer base. This is a foundational role responsible for ensuring customers are fully trained, operationally prepared, and equipped to get lasting value from the Impruvon platform. The Customer Education Lead will build, maintain, and deliver training content across multiple formats, from virtual and live onboarding sessions to self-serve microlearning libraries and end-user assessments. They will also lead a train-the-trainer model, upskilling both internal Customer Success Managers (CSMs) and customer Super Users to deliver consistent, high-quality training at scale.

This role works across our full customer portfolio, including state program partners, enterprise accounts, and commercial customers. As the function grows, the Customer Education Lead will hire and lead a small team and contribute to building a scalable Customer Experience organization.

Qualifications

• 5+ years of experience in customer education, training, enablement, or L&D, including experience designing and delivering training curricula for end users of a healthcare SaaS platform.
• Experience building and maintaining comprehensive training materials — presentations, job aids, help documentation, video walkthroughs, and self-serve learning resources.
• Experience conducting structured training sessions both in-person and virtually.
• Experience selecting and implementing an LMS or comparable learning platform, including integrations and rollout.
• Experience partnering with Product and Engineering to shape in-product learning experiences, including writing requirements and advocating for roadmap priority.
• Experience designing certification and assessment programs, including pass standards and recertification models.
• Demonstrated ability to design and run a train-the-trainer program.
• Experience leading, hiring, onboarding, and developing team members.
• Demonstrated ability to design for varied learner needs, including role, schedule, accessibility, and a wide range of comfort with technology, rather than a single default path.
• Strong understanding of healthcare documentation standards and compliance-driven workflows, including HIPAA-aware handling of training data and sound judgment about when synthetic data is sufficient and when real data requires production-grade safeguards.
• Strong data orientation, with experience tying learning outcomes to retention, satisfaction, or health score measures.
• Excellent written and verbal communication skills, with the ability to translate complex workflows into clear, accessible guidance for users across a wide range of technical comfort.
• Ability to manage multiple concurrent projects and priorities in a fast-moving startup environment.
• Ability to travel up to 20% to support on-site customer training and onboarding.

Requirements

• Experience working with IDD, Behavioral Health, or Long-Term Care provider organizations.
• Familiarity with state-regulated medication administration programs (e.g., Massachusetts MAP, or similar state programs).
• Experience training users on hardware or connected devices alongside software.
• Experience supporting value-based care initiatives, quality incentive programs, or regulatory compliance workflows.
• Background in healthcare operations, compliance, quality management, or healthcare IT.
• Familiarity with adult learning principles and instructional design methodologies (ADDIE, Kirkpatrick, etc.).
• Familiarity with SCORM/xAPI content standards and portable course authoring.
• Experience with accessible learning design, including WCAG awareness, mobile-first or low-bandwidth delivery, and multilingual content.
• Experience with digital badging or credentialing platforms and learning record stores.
• Familiarity with credentialing bodies such as NADSP, or with pursuing state-agency recognition.
• Experience with tools such as Loom, Scribe, Notion, or LMS platforms for content creation and delivery.
• Experience preparing organizations for audits, reporting requirements, or performance reviews.

Benefits

• Competitive compensation aligned with experience
• 100% company-paid medical coverage (base plan)
• Dental & vision available
• 401(k) retirement plan
• Company-paid life, AD&D, STD & LTD insurance
• Lifestyle Spending Account (wellness, personal use, and company swag)
• Flexible PTO + company holidays
• Flexible, remote-friendly work environment
• Mission-driven work with real impact on vulnerable populations