Why This Job is Featured on The SaaS Jobs
### Why this Role is Featured on The SaaS Jobs
Customer education has become a core lever in modern SaaS, especially when products evolve quickly and feature releases can outpace customer understanding. This role sits in the adoption layer between product innovation and day to day enterprise usage, translating what shipped into guidance that helps customers activate value. The remit spans multiple functions, which reflects how SaaS companies increasingly treat education as an operating system for launches, not a one off content stream.
For a SaaS career, the work builds durable skills in turning product change into measurable customer outcomes. Program design, cross functional alignment, and feedback loops from usage data are all capabilities that transfer across PLG and enterprise models, whether the next step is product marketing, customer success operations, enablement, or lifecycle marketing. The emphasis on repeatable frameworks also maps to how SaaS teams scale, by codifying processes that can support many releases and audiences.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
About the Role
OpenAI's mission is to ensure that artificial general intelligence benefits all of humanity. As our products evolve rapidly, helping customers understand, adopt, and realize value from new capabilities is essential to achieving that mission.
We're looking for a Customer Education Program Manager, New Products to help enterprise customers successfully adopt OpenAI's newest products and features. In this role, you'll sit at the intersection of Product, Customer Education, Marketing, Product Marketing, Developer Experience, and customer-facing teams—translating product innovation into practical, actionable education that drives real-world adoption.
OpenAI ships products quickly. The challenge isn't just launching new capabilities—it's helping customers understand what changed, why it matters, who it's for, and how to get started.
As a Customer Education Program Manager, you'll develop and operationalize repeatable education programs that help enterprise customers move from awareness to meaningful adoption. You'll transform product updates into customer-facing assets including use cases, demos, quickstarts, customer stories, webinars, adoption guides, and educational campaigns.
This role complements existing functions across Product Marketing, Marketing, Communications, Developer Experience, and Product teams. Your focus is customer understanding, practical enablement, and adoption outcomes. You'll help create the systems, content, and programs that make OpenAI's newest innovations accessible and valuable to enterprise customers.
In this role, you will:
Build and scale repeatable education programs for new product launches and product updates.
Translate complex product information into practical use cases, demos, quickstarts, customer stories, and adoption guidance.
Partner closely with Product, Product Marketing, Marketing, Developer Experience, Technical Success, Solutions Architecture, and Customer Education teams to align educational efforts.
Create customer-facing education packages that support adoption before, during, and after major product releases.
Develop frameworks that help determine the right educational approach for different product moments and customer audiences.
Gather customer signals, usage data, and feedback from customer-facing teams to continuously improve educational programs.
Identify and highlight compelling customer use cases and success stories that accelerate adoption.
Design scalable workflows for producing high-quality educational content in a fast-moving product environment.
Measure the effectiveness of education initiatives and their impact on customer engagement and product adoption.
Help establish long-term operating models and cross-functional processes that support sustainable growth in customer education.
You Might Thrive in This Role If You:
Enjoy translating technical innovation into clear, practical customer outcomes.
Have strong product intuition and can quickly identify the use cases that matter most to customers.
Are equally comfortable thinking strategically and executing at a high level of detail.
Can navigate ambiguity while building structure and repeatable processes.
Excel at cross-functional collaboration and influencing without direct authority.
Care deeply about clarity, accuracy, and customer trust.
Move quickly while maintaining a high bar for quality.
Qualifications
Required
Experience creating customer-facing product education, technical content, enablement programs, webinars, demos, guides, or adoption resources.
Exceptional writing, editing, communication, and content development skills.
Strong product synthesis skills with the ability to transform technical concepts into actionable customer guidance.
Proven program management experience driving cross-functional initiatives across multiple stakeholders.
Experience partnering effectively with Product, Marketing, customer-facing teams, or technical organizations.
Ability to balance speed, quality, and operational rigor in a fast-paced environment.
Preferred
Experience in enterprise SaaS, AI products, developer tools, or technical education.
Experience producing webinars, explainers, livestreams, podcasts, customer stories, or other educational media.
Familiarity with enterprise customer adoption and enablement strategies.
Hands-on experience using AI tools to create, test, review, and improve educational content.
Experience working with rapidly evolving technology products.
Success in This Role
In your first few months, you will:
Help operationalize a repeatable framework for new product education.
Pilot education programs for key product launches and updates.
Establish strong partnerships across Product, Marketing, Developer Experience, and customer-facing teams.
Build feedback loops that connect customer insights to future education priorities.
Over time, you will:
Ensure priority product releases consistently include high-quality educational programs and assets.
Help enterprise customers move more quickly from awareness to adoption.
Enable customer-facing teams with practical resources they can confidently use.
Build durable systems and workflows that scale customer education alongside OpenAI's product velocity.
Why OpenAI?
This is a unique opportunity to shape how enterprises learn, adopt, and succeed with frontier AI technologies. You'll work close to product innovation while helping customers unlock meaningful value from the latest advancements in AI.
If you're passionate about turning what's new into what's useful—and building educational experiences that help customers succeed at scale—we'd love to hear from you.
About OpenAI
OpenAI is an AI research and deployment company dedicated to ensuring that general-purpose artificial intelligence benefits all of humanity. We push the boundaries of the capabilities of AI systems and seek to safely deploy them to the world through our products. AI is an extremely powerful tool that must be created with safety and human needs at its core, and to achieve our mission, we must encompass and value the many different perspectives, voices, and experiences that form the full spectrum of humanity.
We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other applicable legally protected characteristic.
For additional information, please see OpenAI’s Affirmative Action and Equal Employment Opportunity Policy Statement.
Background checks for applicants will be administered in accordance with applicable law, and qualified applicants with arrest or conviction records will be considered for employment consistent with those laws, including the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act, for US-based candidates. For unincorporated Los Angeles County workers: we reasonably believe that criminal history may have a direct, adverse and negative relationship with the following job duties, potentially resulting in the withdrawal of a conditional offer of employment: protect computer hardware entrusted to you from theft, loss or damage; return all computer hardware in your possession (including the data contained therein) upon termination of employment or end of assignment; and maintain the confidentiality of proprietary, confidential, and non-public information. In addition, job duties require access to secure and protected information technology systems and related data security obligations.
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