Customer Success Manager / Instructional Designer

Role Description

We are seeking a customer-focused and learning-oriented Customer Success Manager / Instructional Designer to enhance customer experience, drive product adoption, and design effective learning materials that support user success. This hybrid role combines relationship management with instructional design to ensure customers achieve value through well-structured onboarding, training, and ongoing education.

You will work closely with customers to understand their needs, goals, and challenges, ensuring they receive the right support, guidance, and learning resources. At the same time, you will design and develop training materials, onboarding programs, documentation, and educational content that improve user understanding and product engagement.

The role requires strong communication skills, empathy, instructional design expertise, and the ability to translate complex concepts into simple, accessible learning experiences. You will analyze customer feedback, monitor engagement, and continuously improve learning programs to enhance satisfaction and retention.

Success in this position requires a balance of relationship-building, analytical thinking, and content development skills. You should be comfortable working with both people and learning systems, ensuring customers are supported throughout their journey.

Key Responsibilities

• Manage customer relationships and support product adoption and success
• Understand customer needs, goals, and usage challenges
• Develop onboarding programs, training materials, and educational content
• Design instructional resources such as guides, tutorials, and learning modules
• Conduct customer training sessions, workshops, and product walkthroughs
• Monitor customer engagement, satisfaction, and success metrics
• Gather and analyze customer feedback to improve learning and support experiences
• Collaborate with product, support, and marketing teams to enhance user experience
• Create documentation and knowledge base materials for customers
• Identify opportunities to improve customer retention and product utilization
• Support continuous improvement of customer education and success strategies

Qualifications

• Strong communication and interpersonal skills in English
• Experience or knowledge of customer success, client support, or account management
• Understanding of instructional design principles and adult learning concepts
• Ability to create clear, engaging, and structured learning materials
• Strong problem-solving and customer-focused mindset
• Excellent organizational and time-management skills
• Ability to analyze customer behavior and interpret feedback
• Proficiency with digital learning, communication, and documentation tools
• Strong collaboration skills across cross-functional teams
• Attention to detail and commitment to customer satisfaction
• Ability to manage multiple customer priorities effectively