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Customer Education Lead

Who are we?

Our mission is to scale intelligence to serve humanity. We’re training and deploying frontier models for developers and enterprises who are building AI systems to power magical experiences like content generation, semantic search, RAG, and agents. We believe that our work is instrumental to the widespread adoption of AI.

We obsess over what we build. Each one of us is responsible for contributing to increasing the capabilities of our models and the value they drive for our customers. We like to work hard and move fast to do what’s best for our customers.

Cohere is a team of researchers, engineers, designers, and more, who are passionate about their craft. Each person is one of the best in the world at what they do. We believe that a diverse range of perspectives is a requirement for building great products.

Join us on our mission and shape the future!

In this senior level individual contributor role, the Customer Education Lead at Cohere will be responsible for developing and executing a comprehensive, scalable enablement strategy that supports both customers and partners. In this individual contributor role you will lead the design, development, and delivery of a blended education program combining live sessions, interactive digital modules, and self-service tools. Your efforts will be critical in ensuring that our users fully understand and leverage Cohere’s enterprise platform and LLM-powered capabilities, ultimately driving long-term customer success and partner growth.

As our Customer Education Lead, you will:

Strategic Leadership:

  • Define and implement the overall customer education and enablement strategy aligned with Cohere’s enterprise vision. 

  • Serve as the primary advocate for customer and partner learning across internal product, sales, and technical teams.

Program Design & Delivery:

  • Develop a scalable education roadmap that incorporates both live and digital programs, including webinars, interactive workshops, video tutorials, and self-paced learning modules.

  • Oversee the creation and continuous improvement of educational content—from in-depth technical guides to quick-reference tooltips—ensuring content is up-to-date with product enhancements and industry best practices.

Cross‑Functional Collaboration:

  • Partner with product management, engineering, and customer success teams to identify training needs, gather feedback, and iterate on content for maximum impact.

  • Work closely with partners to tailor enablement initiatives that drive successful implementation and adoption of Cohere’s platform.

Technology & Scalability:

  • Leverage digital tools and AI-driven analytics (e.g., in‑app guides, chatbots) to automate and scale customer learning experiences while maintaining a personalized touch.

  • Ensure robust systems are in place for tracking training outcomes, KPIs, and customer engagement to inform continuous improvements.

The Customer Education Lead career opportunity is a good match for you if you have:

  • Bachelor's degree in a related field (or equivalent experience); advanced degree preferred.

  • 10+ years of experience in customer education, training, or customer success roles within high‑tech or enterprise software companies.

  • Proven track record of designing and scaling education or enablement programs in a digital-first environment.

  • Strong technical acumen with familiarity in LLMs and AI platforms, ideally with experience supporting complex, enterprise end-to‑end solutions.  

  • Excellent communication, presentation, and storytelling skills with the ability to translate technical concepts into clear, engaging educational content.  Strong work experiences partnering with engineering teams directly is required.

  • Demonstrated ability to lead cross-functional initiatives and manage diverse teams while working in a fast-paced, agile environment.

  • Ability to travel to customer locations regionally and globally, when necessary.

  • Preferred: Experience with enterprise platforms and LLM-based solutions.

  • Preferred: Prior exposure to developing training programs for both technical and non-technical audiences.

  • Preferred: Knowledge of digital learning management systems (LMS), webinar platforms, and AI-enabled learning tools. 

  • Preferred: Proven experience working with strategic partners and enterprise customers in a global context.

If some of the above doesn’t line up perfectly with your experience, we still encourage you to apply! If you want to work really hard on a glorious mission with teammates that want the same thing, Cohere is the place for you.

We value and celebrate diversity and strive to create an inclusive work environment for all. We welcome applicants from all backgrounds and are committed to providing equal opportunities. Should you require any accommodations during the recruitment process, please submit an Accommodations Request Form, and we will work together to meet your needs.

Full-Time Employees at Cohere enjoy these Perks:

🤝 An open and inclusive culture and work environment 

🧑‍💻 Work closely with a team on the cutting edge of AI research 

🍽 Weekly lunch stipend, in-office lunches & snacks

🦷 Full health and dental benefits, including a separate budget to take care of your mental health 

🐣 100% Parental Leave top-up for 6 months for employees based in Canada, the US, and the UK

🎨 Personal enrichment benefits towards arts and culture, fitness and well-being, quality time, and workspace improvement

🏙 Remote-flexible, offices in Toronto, New York, San Francisco and London and co-working stipend

✈️ 6 weeks of vacation

Note: This post is co-authored by both Cohere humans and Cohere technology.

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Average salary estimate

$135000 / YEARLY (est.)
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$120000K
$150000K

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What You Should Know About Customer Education Lead, Cohere

At Cohere, we're on a mission to scale intelligence for the benefit of humanity, and we're looking for a passionate Customer Education Lead to join our thriving team in San Francisco. In this exciting role, you'll spearhead the creation and execution of a robust customer education strategy that empowers both clients and partners alike. You're not just a leader; you're a visionary who will develop a comprehensive education program that includes interactive digital modules, live sessions, and self-service tools. This is your chance to make a real difference by ensuring users fully understand and maximize the power of Cohere's enterprise platform and LLM capabilities. You're going to take ownership of everything from strategic leadership and program design to cross-functional collaboration with our product and engineering teams. You’ll also leverage the latest digital tools and analytics to create personalized and scalable learning experiences. With over 10 years of experience in customer education or a related field, you'll bring that critical technical acumen, especially in AI platforms, to translate complex concepts into engaging educational materials. At Cohere, we value hard work, diversity, and innovation, and we can't wait to find a candidate who shares our passion for creating outstanding customer experiences. If you’re eager to shape the future of AI while working alongside a talented and diverse team, we encourage you to join us on this mission!

Frequently Asked Questions (FAQs) for Customer Education Lead Role at Cohere
What are the primary responsibilities of the Customer Education Lead at Cohere?

The Customer Education Lead at Cohere will define and implement an education strategy that aligns with the company’s enterprise vision. This includes program design, delivery of blended education formats like webinars and workshops, as well as continuous content improvement, ensuring our customers and partners have the tools they need for success.

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What qualifications are required for the Customer Education Lead position at Cohere?

To excel as a Customer Education Lead at Cohere, candidates should have a bachelor’s degree in a related field—an advanced degree is preferred—along with 10+ years of experience in customer education or success. Familiarity with LLMs and enterprise platforms is crucial, alongside strong communication and storytelling skills.

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How does the Customer Education Lead contribute to customer success at Cohere?

The Customer Education Lead plays a vital role in driving long-term customer success at Cohere by developing educational content that helps users understand and leverage the capabilities of our platform. By ensuring users are well-informed and trained, the lead directly impacts customer satisfaction and engagement.

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What is the work culture like at Cohere for the Customer Education Lead?

Cohere fosters an inclusive and collaborative work culture that values diverse perspectives. The Customer Education Lead will work closely with talented professionals in a supportive environment that encourages innovation, creativity, and a dedication to excellence in AI technologies.

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Can the Customer Education Lead position at Cohere be done remotely?

Yes, the Customer Education Lead position at Cohere offers remote flexibility, with offices in locations such as San Francisco, Toronto, New York, and London. This flexibility allows the lead to connect with a global team while maintaining a work-life balance.

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Common Interview Questions for Customer Education Lead
Can you describe your experience with developing customer education programs related to AI technologies?

When answering this question, highlight specific programs you've developed that align with AI technologies, showcasing your process of creating materials, leading workshops, and ensuring the content's relevance to different audiences.

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How do you ensure the educational content remains up-to-date with product enhancements?

Discuss your systematic approach to gathering feedback from various teams, monitoring product updates, and setting a schedule for content reviews. Emphasize your commitment to continual improvement and adjustments based on audience needs.

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What strategies do you implement to adapt educational content for both technical and non-technical audiences?

Outline your methods for tailoring content based on the audience's expertise levels, including simple explanations for non-technical users and deeper technical insights for advanced users. Give examples of adaptations you've made in past roles.

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How do you leverage technology to enhance customer education experiences?

Explain the tools and technologies you've used to improve learning experiences, like LMS systems, webinars, and AI-driven analytics, and how you've integrated them effectively into your educational strategies.

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Describe a challenging situation in a customer education role and how you resolved it.

Provide a scenario where you faced hurdles, such as low engagement or content misunderstandings, and detail your approach to identifying the problems and implementing solutions that led to successful outcomes.

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How do you measure the effectiveness of your education programs?

Talk about the KPIs you track, such as customer engagement metrics, feedback scores, and learning outcomes. Emphasize how you utilize these insights to improve your programs continuously.

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What role does cross-functional collaboration play in your approach to customer education?

Highlight the importance of working with product managers, engineers, and customer success teams to identify training needs and collect feedback. Discuss how this collaboration enhances the quality and relevance of your programs.

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How have you successfully trained diverse teams within an organization?

Share examples of how you've designed diverse training sessions that respect different learning styles and backgrounds, ensuring inclusivity while fostering a collaborative learning environment.

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In your opinion, what are the key challenges facing customer education in high-tech environments today?

Discuss industry trends such as rapid technological changes, the need for ongoing learning, and the importance of adapting content quickly to meet user demands and maintain relevance in fast-paced environments.

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What would you do in your first month as a Customer Education Lead at Cohere?

Outline your priorities for the first month, such as assessing existing materials, meeting with key stakeholders, and developing a roadmap for education programs, emphasizing your proactive and strategic approach to onboarding.

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DATE POSTED
April 15, 2025

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