Why This Job is Featured on The SaaS Jobs
Customer education has become a core lever in B2B SaaS, particularly for platforms where adoption and ongoing proficiency determine renewal outcomes. This role sits at that intersection, translating a complex, enterprise-oriented product into structured learning that customers can actually use. The scope spans a customer academy plus LMS ownership, signalling a SaaS organisation that treats enablement as an operational system rather than ad hoc training.
From a career perspective, the work builds durable SaaS skills around packaging product change into scalable education. Managing an LMS, creating microlearning, and maintaining analytics on engagement and completion maps closely to how modern SaaS teams drive time to value and reduce support load. The cross-functional inputs from Product, Support, Implementation, and Technical Writing also reflect the reality of SaaS knowledge flows, where the strongest enablement functions act as a connective layer across the customer lifecycle.
This position will suit someone who prefers structured execution and continuous iteration, and who enjoys turning imperfect source material into clear instructional assets. It is a strong fit for professionals aiming to deepen expertise in customer enablement operations, instructional design for software, and the systems thinking required to keep learning content accurate as products evolve.
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 Level AI
Level AI is the conversational intelligence platform purpose-built for the modern enterprise. Our generative and agentic AI products help enterprise customer experience teams automate customer interactions, monitor quality of AI and human agents, coach agents in real time, surface customer insight at scale, and turn every conversation into a competitive advantage. We're backed by Battery Ventures, Adam Street Partners, ENIAC, and other leading investors, and we partner with some of the most recognized brands in retail, fintech, healthcare, and SaaS.
Location
Bangalore or Noida
About the Role
We are looking for a Customer Enablement Specialist, Academy & LMS to own our Customer Academy and serve as the primary LMS administrator for the company.
This role will manage our learning ecosystem through Articulate 360 and Reach 360, create customer-facing learning assets, and help turn product updates, feature releases, help center content, and technical documentation into clear, useful training experiences.
This person will report to the Director of Enablement and work closely with Technical Writing, Help Desk, Product, Support, Customer Success, and Implementation teams.
The ideal candidate is organized, fast-moving, strong in instructional design, and comfortable turning imperfect inputs into polished learning content.
What You’ll Do
- Own and maintain the Customer Academy.
- Serve as the primary LMS admin for the company across Articulate 360 and Reach 360.
- Build, update, and publish courses, lessons, learning paths, assessments, and microlearning assets.
- Create different types of learning assets, including eLearning courses, quick-start guides, job aids, knowledge checks, onboarding materials, release enablement assets, and short tutorials.
- Turn product updates, release notes, help center articles, and technical documentation into customer-ready training.
- Partner with Technical Writing, Help Desk, Product, Support, CS, and Implementation to keep content accurate and current.
- Apply instructional design best practices to structure learning objectives, course flow, knowledge checks, and learner-friendly content.
- Administer Reach 360, including users, groups, enrollments, permissions, course assignments, reporting, and completion tracking.
- Support WalkMe administration by helping maintain in-app guidance, walkthroughs, tooltips, and adoption prompts.
- Audit and refresh academy content to remove outdated, duplicated, or low-performing materials.
- Track learner engagement, course completion, content gaps, and feedback to improve the academy experience.
- Move quickly from rough inputs to usable, customer-ready learning assets.
What We’re Looking For
- 2+ years of experience in customer education, instructional design, LMS administration, customer enablement, training operations, or product enablement.
- Hands-on experience with Articulate 360, Articulate Rise, Reach 360, or similar eLearning/LMS platforms.
- Strong instructional design skills, including learning objectives, course structure, content chunking, knowledge checks, and microlearning.
- Experience creating customer-facing training content for software products.
- Ability to simplify technical or complex product information into clear learning content.
- Strong writing, editing, and content organization skills.
- Experience working cross-functionally with Product, Support, Technical Writing, Help Desk, CS, or Implementation teams.
- Ability to work quickly, manage multiple priorities, and keep content moving in a fast-paced SaaS environment.
- Strong attention to detail and ownership mindset.
Nice to Have
- Direct experience with Reach 360.
- Direct experience building courses in Articulate Rise.
- Experience with WalkMe or another digital adoption platform.
- Experience in B2B SaaS, customer success, implementation, or product education.
- Experience supporting product launches, release notes, help center updates, or customer onboarding programs.
- Experience using AI tools to accelerate content creation, summarization, or learning asset development.
Ideal Candidate
The ideal candidate is based in Bangalore or Noida and has experience supporting customer education, LMS administration, or product training in a fast-moving software environment.
They can take a rough release note, help center article, product walkthrough, or conversation with a technical writer and quickly turn it into a clear, useful learning asset.
They care about quality, but they are practical, fast, and comfortable building, publishing, learning from feedback, and improving over time.
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