Customer Education Lead (Digital Experience)

EQS Group is a leading international cloud software provider in the areas of Compliance & Ethics, Data Privacy, Sustainability Management, and Investor Relations. Thousands of companies worldwide rely on our solutions to build trust by meeting complex regulatory requirements reliably and safely. We enable transparency, by laying the foundation for our clients to clearly communicate and report on business performance and its impact on society and the environment.

Our success is built on our people. We bring together talented individuals who care about doing meaningful work, take pride in what they do, and support one another to achieve more together. We believe passion and trust aren’t just values — they’re at the core of how we operate, every day. Our mission is to Create Trusted Companies. If our mission inspiries you and you want to help drive meaningful change, we’d love to hear from you.

Within our Global Customer Experience (GCX) organization, the Digital Experience team is responsible for how customers learn, adopt, and succeed with EQS products through self-service, in-product guidance, and scalable education.

As Customer Education Lead (Digital Experience), you will own customer-facing education content across our digital channels. This is a senior individual contributor role with clear operational responsibility, shaping the structure of our education content and producing a significant portion of it yourself.

You will work closely with Product, Customer Success, Support, and Product Marketing to ensure customers have clear, consistent, and timely guidance. The goal is to reduce friction, accelerate onboarding, and enable customers to resolve common questions independently.

• You're important. A trusting environment and lifelong learning for your individual development. Set personal development goals, receive support and regular feedback. We support you in equipping yourself for success! 
• Living our values. Take responsibility for a variety of tasks, find out what you like to work on, and find your way to make your own personal impact with us!    
• Great atmosphere. Regular team events, corporate volunteering days, a talented international team, and a common goal that unites us all. 
• Be part of an exciting journey.  Contribute to our success story of becoming the leading European cloud provider for corporate compliance and investor relations solutions.  
• Work-life balance is a must.  Work in a modern office equipped with state-of-the-art hardware. In addition, we offer flexibility through our hybrid-working model, conveniently arrange your working hours, and the ability to work from abroad within the EU. Of course, we provide you with paid vacation. And if you need a longer break, we got you covered! There is an option for a sabbatical –  because we also value your free time.
• Special Perks Just for You. We offer you other exciting benefits such as, salary optimization in the form of customized bonus and benefit programs, as well as corporate shopping benefits. 
• Health is a priority. Enjoy company-sponsored sports programs for the use of various fitness studios, bicycle leasing via JobRad, and mental health counseling. 

In this role, you will:

Own the Customer Education Operating Model

• Define and govern the structure, taxonomy, and lifecycle of EQS’s customer-facing knowledge ecosystem.

• Establish clear content standards, templates, and terminology to ensure consistency across all digital touchpoints.

• Ensure a scalable, single-source-of-truth approach that enables content reuse across knowledge base, in-product guidance, lifecycle communication, and training materials.

Embed Education Into the Product & Release Lifecycle

• Partner with Product Management to ensure customer education is planned, developed, and ready in sync with feature releases, migrations, and roadmap milestones.

• Translate product updates into structured, customer-ready education experiences — not just documentation.

• Build repeatable release-readiness processes for education across modules and regions.

Design and Deliver Multi-Channel Education Experiences

• Personally create and maintain high-impact education assets, including knowledge base articles, structured guides, in-app guidance, contextual flows, and training materials.

• Ensure alignment of messaging and terminology across Product Marketing, in-app communication, and external channels.

• Design education flows that accelerate onboarding, adoption, and feature discovery.

Drive Measurable Adoption & Deflection Outcomes

• Define and track KPIs such as self-service adoption, content engagement, onboarding speed, and education-driven support deflection.

• Use search analytics, usage data, and support trends to continuously prioritize and refine education investments.

• Proactively identify friction points and address them through scalable education rather than reactive fixes.

Act as a Cross-Functional Connector

• Work closely with Product, Product Marketing, Customer Success, and Support to align on terminology, priorities, and customer communication strategy.

• Bring clarity and structure when product messaging, documentation, or workflows are unclear or inconsistent.

• Influence stakeholders to adopt a customer-first, education-first mindset across the organization.

Scale Content Production Thoughtfully

• Leverage AI-powered tools to accelerate drafting, localization, and content adaptation while maintaining quality and accuracy.

• Coordinate and review contributions from working students or junior contributors, ensuring quality and architectural alignment.

This role is ideal for a senior, hands-on education professional who combines content excellence with structural thinking and operational ownership. You care deeply about clarity, adoption, and building scalable systems that help customers succeed independently.

What You Know

• 6–8+ years of experience in Customer Education Strategy, Product Education, Knowledge Management, Digital Adoption, or related roles within a B2B SaaS environment.

• Demonstrated ownership of a Help Center, Knowledge Base, or customer education program at scale — including governance, structure, and measurable outcomes.

• Proven experience designing and maintaining knowledge architecture (taxonomy, tagging, categorization, cross-linking, lifecycle governance).

• Experience developing multi-channel education strategies spanning knowledge base, in-product guidance, lifecycle communication, and video or training assets.

• Strong collaboration experience with Product Management and Product Marketing, translating roadmap updates and feature releases into customer-ready education strategies.

• Experience using analytics (search behavior, content engagement, ticket trends, adoption metrics) to prioritize and refine education investments.

• Hands-on experience with KB/CMS platforms, in-app guidance tools, and content performance dashboards; familiarity with Salesforce or similar CRM environments is a plus.

• Fluency in English and German (C1/C2).

How You Operate

• You think in systems, not isolated articles — designing education as a structured, scalable ecosystem.

• You take end-to-end ownership, from strategy through execution and ongoing governance.

• You are comfortable defining standards, templates, terminology, and quality benchmarks, and ensuring they are followed.

• You embed education into product and lifecycle processes rather than treating it as an afterthought.

• You prioritize based on customer impact and adoption outcomes, not simply incoming requests.

How You Collaborate

• You work closely with Product Management to ensure release-readiness and accurate customer-facing documentation.

• You align with Product Marketing to maintain consistency in terminology, positioning, and messaging across channels.

• You partner with Customer Success and Support to identify friction points and proactively address them through scalable education.

• You are proactive in gathering inputs, clarifying ambiguities, and proposing structured solutions.

• You are comfortable influencing stakeholders across functions without formal authority.

• When working with junior contributors or working students, you provide clear direction, quality standards, and constructive feedback.

To set clear expectations, customer education at EQS operates with the following principles:

• Education is embedded in the product and lifecycle, not an afterthought

• Content is designed once and reused across channels wherever possible

• Success is measured by adoption, self-service, and customer clarity

• This is a senior IC role with architectural ownership, not a people-management position

• This is a high-impact role for someone who loves operational ownership, content architecture, and helping customers succeed independently through exceptional digital education.