Senior Customer Education Manager, Live Programs

Fin , now part of Salesforce, is on a mission to help businesses provide perfect customer experiences. Our AI Agent Fin is the highest-performing AI Customer Agent on the market today, enabling businesses to deliver impeccable, always-on customer support across the customer journey, from service, to sales, to ecommerce. Powered by our own AI models, Fin resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with our natively integrated Intercom help desk, giving modern support teams one single system. Together with Salesforce, the #1 AI CRM, where humans with agents drive customer success, we're building the future of customer experience. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword, it's a way of life. The world of work as we know it is changing, and we're looking for Trailblazers who are passionate about bettering business and the world through AI. Ready to level up your career at the company leading workforce transformation in the agentic era? You're in the right place. Agentforce is the future of AI, and you are the future of Salesforce. What's the opportunity? Fin's Customer Education team drives customer onboarding, adoption, and transformation at scale through on-demand and live educational experiences. Live programming has the opportunity to genuinely connect with customers in unique ways that cut through the noise to build relationships that drive adoption. As a result, we’re looking for someone who can make this program exceptional. As our Senior Customer Education Manager, Live Programs, you'll own the live training program end-to-end: designing the curriculum, building and delivering the content, running our flagship Fin Academy Live event, and supporting strategic customers alongside our Deployment Services team. This is a high-visibility role where you'll regularly present to users, admins and C-suite audiences, and shape how Fin shows up in the room. This role requires travel to support live events and customer engagements throughout the year. What will I be doing? • Own the live education program end-to-end by setting the vision, roadmap, and success metrics for what we run, for whom, and to what outcome. • Design and deliver engaging, live experiences including webinars, cohorts, in-person workshops, and our annual Fin Academy Live event in order to drive customer outcomes and retention. • Partner with the Deployment Services team to define, create, and deliver tailored training to Enterprise customers, ensuring their teams are able to manage and scale Fin past the initial deployment. • Partner with the Customer Education team to plan and maintain a holistic training curriculum that supports our customers’ and company’s objectives to provide a cohesive, end-to-end learning experience across all of Fin Academy’s offerings. • Continually iterate on offerings to increase their impact on onboarding, feature adoption, and automation rate and to incorporate feedback from customers, partners, and cross-functional teams. What skills do I need? • 8+ years of training experience with 3–5 years in a SaaS or tech environment; professional services and/or customer success experience required. • Strong grasp of adult learning principles and best practices that underpin effective and supportive live training experiences. • Proven content design skills with a track record of producing presentations and training that have clear information hierarchy, a relentless focus on driving customer action, and uses grounded examples to ensure concepts land. • Able to understand and clearly communicate complex, technical concepts and the nuances of AI products. • Strong executive presence with the ability to deliver c