Customer Education Lead

Attio Ltd; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading technology company in London is looking for a Customer Education Lead to define educational strategies that help customers effectively adopt and utilize AI-driven CRM solutions. This high-impact role focuses on creating self-service learning experiences, fostering customer engagement, and driving adoption. The ideal candidate has over 4 years of experience in customer education in a B2B SaaS context and possesses exceptional content creation skills. This position offers a hybrid work environment with competitive compensation.

Qualifications

• 4+ years in customer education, technical writing, or content strategy within B2B SaaS.
• Skilled in producing technical documentation, editing video tutorials.
• Deep understanding of structuring knowledge for AI systems.

Responsibilities

• Design and deliver learning infrastructure for customer adoption.
• Define vision and roadmap for self-service learning.
• Collaborate with Support, Product, Engineering, and Marketing.

Skills

Customer education

Technical writing

Content strategy

Data analysis

Collaboration

Job description

Drive how customers learn, adopt, and grow with Attio

Location

London [Hybrid]

Engagement Type

Full-time

Compensation

Attio is on a mission to redefine CRM for the AI era.

We’re building the first AI-native CRM — designed for the most ambitious go-to-market teams. We recently announced our $52M Series B , led by GV (Google Ventures), with support from Redpoint, Balderton, Point Nine, and 01A. Our team thrives on solving complex technical challenges, delighting our users, and setting a new standard for the industry.

About the role

Our Support team is central to how customers experience Attio. With a 98% CSAT average over the past six months, we hold ourselves to exceptionally high standards across every interaction and touchpoint. Supported by a powerful stack — including Intercom, Guru, Linear, Slack, Productboard, Storyblok, and Notion — we work collaboratively to deliver clarity, precision, and care at scale.

As a Customer Education Lead, you’ll define and drive how customers learn, adopt, and grow with Attio. You’ll create intelligent, AI-driven, multi-modal learning experiences that help customers get value faster, building the foundation for scalable, self-service education that fuels product-led growth.

This is a high-impact role at the intersection of support, product education, and AI optimisation — ideal for someone who combines strategic thinking with hands‑on execution, thrives in fast‑paced environments, and takes pride in simplifying the complex for thousands of users around the world.

What you'll do

In this role, you’ll design and deliver the learning infrastructure that empowers Attio’s customers to thrive — helping them unlock the full potential of our product while reducing friction, increasing activation, and driving adoption.

Shape Attio’s customer education strategy: Define the vision and roadmap for self-service learning, creating content and systems that scale education globally.

Identify opportunities through data and dialogue: Analyse support queue data and engage directly with customers and internal SMEs to pinpoint high-impact education opportunities that reduce tickets and improve key PLG metrics (activation, retention, adoption).

Create multi-modal, AI-first content: Develop technical guides, video tutorials, and interactive learning experiences that make mastering Attio intuitive, engaging, and efficient.

Optimise for humans and AI: Build LLM-ready content with strong governance to ensure accuracy, consistency, and accessibility for both readers and AI tools.

Collaborate cross-functionally: Partner with Support, Product, Engineering, and Marketing to integrate educational experiences into the broader customer journey.

Design contextual learning experiences: Deliver the right content at the right moment by embedding personalised education into in‑product workflows, support tools, and lifecycle communications.

Measure, iterate, and improve: Own the full content lifecycle — from strategy and creation to distribution and performance. Track engagement, deflection, and retention to continuously enhance the customer learning experience.

Stay close to the customer: Speak with users regularly to deepen understanding of their challenges and ensure all educational content reflects real-world needs and insights.

What you’ll bring

We’re looking for a customer-obsessed educator who can turn complex ideas into clear, actionable learning experiences — someone who combines creative storytelling with technical fluency and operational discipline.

Proven experience: 4+ years in customer education, technical writing, or content strategy within B2B SaaS, with a strong track record of building impactful self‑service education programmes.

Exceptional content creation skills: Skilled in producing technical documentation, editing video tutorials, and designing multi‑format learning experiences.

Technical aptitude: Comfortable with APIs, coding concepts, and complex product ecosystems. You simplify technical topics without losing depth or accuracy.

AI‑driven content strategy: Deep understanding of structuring knowledge for AI systems (LLMs), including semantic markup, governance frameworks, and AI‑readable knowledge bases.

Innovative use of next‑generation tools: Experience leveraging AI to accelerate content creation, personalise learning, and deliver intelligent educational systems.

Analytical and outcome‑focused: Data‑driven approach to prioritising initiatives and measuring their impact on activation, retention, and customer success.

Collaborative mindset: Strong history of working cross‑functionally with Product, Engineering, Marketing, and Success teams to create cohesive and impactful content.

Operational excellence: Exceptional organisational skills, with the ability to manage multiple projects, balance strategy with execution, and bring structure to ambiguity.

Start‑up mentality: Experience operating in fast‑moving, high‑growth environments; comfortable iterating quickly and scaling impact through innovation.

Bonus: Familiarity with CRM tools, B2B go‑to‑market motions, or customer success operations.

What does the hiring process look like?

Applicants can expect the following:

Initial Conversations

30-minute introductory chat with a member of our Talent team

30-minute track record interview with our Head of Support

Core Interviews

30-minute session with our Head of Success to explore collaboration, technical problem‑solving, and culture fit

Take‑home exercise followed by a 45-minute discussion to review your approach and insights

30-minute executive with our COO focused on program development, impact, and alignment with company goals

Final Stage

30-minute closing conversation with our CEO

Optional team meet‑and‑greet (on request)