Job description

ABOUT VITALLY Vitally is a Customer Success Platform built for modern teams. We help CS organizations run smarter: better visibility into customer health, more efficient workflows, and stronger collaboration across the post-sale team. We're a small, high-trust organization that moves fast and cares a lot about doing this work well. We're looking for an Education Program Designer Contractor to build the customer education that helps CS teams succeed on our platform. We're entering an important new chapter. AI is changing how customer-facing teams work, and our customers need to learn new concepts, not just new screens. This is an opportunity to build the foundation of the Vitally Academy. You'll design the learning architecture, create the programs and certifications, and build the first wave of content yourself. Our learners are CS professionals, so you'll teach them how to run Customer Success in Vitally, not just which buttons to click. When you're done, our team will have a program it can run and extend on its own. We're looking for someone who can design the whole system, ship the first version, and hand it off well. WHAT YOU’LL DO - Design learning pathways for a widening range of learners. You’ll map who needs to learn what, and in what order, by role (admin, day-to-day user, executive sponsor) and by customer stage. Then you’ll turn the Academy’s catalog into clear paths through self-paced courses, live sessions, and scenario-based assessments. - Teach Customer Success, not just software. With our CS experts, you’ll build education that helps CS professionals with renewals, retention, and churn risk, and shows them how to automate, track, and report on their CS operations in Vitally. - Build programs and certifications with the experts. You’ll work closely with subject matter experts in Product, Support, and CS to plan and design customer learning programs and certifications for the Vitally Academy. - Build what customers need first. You’ll work with our subject matter experts to turn their product knowledge into engaging learning, applying core adult learning principles across e-learning, interactive courses, and video you script, record, and edit yourself. You’ll build or direct the first wave of content so it’s live before each launch stage opens. - Own the full instructional design lifecycle. This runs from needs analysis and content gap reviews through assessment design and evaluating whether a program met its business goals. - Make the team faster, and prove the training works. You’ll build reusable workflows, templates, and quality standards that the Academy adopts. You’ll measure both the build time you save and learner outcomes beyond completions, such as time to first value, adoption, and how-to ticket volume. - Hand it off well. Internal team members will co-build with you from week one. Before you go, you’ll leave a documented operating model so the program stays current. WHO YOU’LL WORK WITH You’ll work every day with our Marketing team on content, voice, editorial standards, and production. You’ll also work with our Community and Education Manager on peer learning and office hours. You’ll partner with our Knowledge and Automation team to keep help content in line with the curriculum. You’ll also partner with CSMs to learn where customers actually get stuck, and with Product for early access to what’s changing. WHAT SUCCESS LOOKS LIKE - First 30 days: You have an approved learning architecture (roles, paths, and a curriculum map) and baselines for adoption, time to first value, and how-to tickets. - First 90 days: Launch content is live, the delivery model is in place, and the education metrics are defined. - By June 30, 2027: Every customer moving to the new platform has a role-based learning path. Our team publishes new assets on its own using your templates, and the handoff is complete. WHAT YOU BRING - 5+ years in instructional or learning design for external customers, not internal employee training - Experience designing customer education for a new product or a major platform change at a SaaS company, with a portfolio and outcomes to show - Strong adult learning fundamentals: backwards design, clear objectives, and assessment design - Learning architecture skills: role-based paths, sequencing, and certification or badging - Hands-on building with authoring tools, video and short-form content (including editing your own videos), and an LMS tool - A habit of measuring your work, tying learning to adoption and ticket deflection, and changing the content based on the data - Comfort with ambiguity, because the product will keep changing while you build - The ability to work across Marketing, Product, and CS without needing much direction BONUS POINTS - You’ve taught a fast-changing, AI-driven, or data-heavy product - You use AI in your own content workflow and can say where it helps and where it doesn’t - You’ve built something that others kept running after you left - You have a background with a Customer Success platform or a B2B analytics product - You’ve been the admin of a customer education LMS WHY VITALLY Customer Success is changing quickly. AI can increasingly summarize information, automate administrative work, and execute tasks that once consumed much of a CSM's day. The bigger opportunity is what happens next: what customer-facing people can accomplish with that capacity, what companies can learn from every customer, and how those insights can make an entire organization smarter. Vitally is building toward that future. You'll help our customers learn how to get there. COMPENSATION & CULTURE Compensation: This is a contract role. It will be a full-time role from mid-December 2026 through June 2027, then taper to ~10 hours a week. The US-based pay range for this role is approximately $65–$85 an hour, based on market data, your experience, and geographic location. Our culture: We're committed to a productive and respectful work environment. Culturally, the team is extremely friendly, fun, hard-working, intelligent, and mature. That said, we don't believe in building a startup cult. We like each other, we support each other, we're a focused team, and we enjoy hanging out from time to time, but we enjoy and appreciate having our own lives outside of Vitally. If this resonates, Vitally could be a great place for you!

Requirements

Must-haves

Build programs and certifications with the experts. You’ll work closely with subject matter experts in Product, Support, and CS to plan and design customer learning programs and certifications for the Vitally Academy.
Own the full instructional design lifecycle. This runs from needs analysis and content gap reviews through assessment design and evaluating whether a program met its business goals.
Hand it off well. Internal team members will co-build with you from week one. Before you go, you’ll leave a documented operating model so the program stays current.
First 30 days: You have an approved learning architecture (roles, paths, and a curriculum map) and baselines for adoption, time to first value, and how-to tickets.
First 90 days: Launch content is live, the delivery model is in place, and the education metrics are defined.
By June 30, 2027: Every customer moving to the new platform has a role-based learning path. Our team publishes new assets on its own using your templates, and the handoff is complete.
5+ years in instructional or learning design for external customers, not internal employee training
Experience designing customer education for a new product or a major platform change at a SaaS company, with a portfolio and outcomes to show
Strong adult learning fundamentals: backwards design, clear objectives, and assessment design
Learning architecture skills: role-based paths, sequencing, and certification or badging
Hands-on building with authoring tools, video and short-form content (including editing your own videos), and an LMS tool
A habit of measuring your work, tying learning to adoption and ticket deflection, and changing the content based on the data
Comfort with ambiguity, because the product will keep changing while you build
The ability to work across Marketing, Product, and CS without needing much direction
Vitally is building toward that future. You'll help our customers learn how to get there.

Nice-to-haves

You’ve taught a fast-changing, AI-driven, or data-heavy product
You use AI in your own content workflow and can say where it helps and where it doesn’t
You’ve built something that others kept running after you left
You have a background with a Customer Success platform or a B2B analytics product
You’ve been the admin of a customer education LMS

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

aigo

Platform: ashby
Effort: quick