Education Program Designer (Contract) - Vitally

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: Map who needs to learn what, and in what order, by role (admin, day-to-day user, executive sponsor) and by customer stage. Turn the Academy’s catalog into clear paths through self-paced courses, live sessions, and scenario-based assessments.
• Teach Customer Success, not just software: Work with CS experts to 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: 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: Turn product knowledge into engaging learning by applying core adult learning principles across e-learning, interactive courses, and video you script, record, and edit yourself. Build or direct the first wave of content so it’s live before each launch stage opens.
• Own the full instructional design lifecycle: Run needs analysis and content gap reviews through assessment design and evaluate whether a program met its business goals.
• Make the team faster, and prove the training works: Build reusable workflows, templates, and quality standards that the Academy adopts. Measure build time saved 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. Leave a documented operating model so the program stays current before you go.

Who You’ll Work With

• Marketing: Content, voice, editorial standards, and production.
• Community and Education: Peer learning and office hours.
• Knowledge and Automation: Keep help content in line with the curriculum.
• CSMs & Product: Learn where customers get stuck and get early access to product changes.

What Success Looks Like

• First 30 days: Approved learning architecture (roles, paths, curriculum map) and baselines for adoption, time to first value, and how-to tickets.
• First 90 days: Launch content is live, delivery model is in place, and 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 independently 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 updating content based on data.
• Comfort with ambiguity while the product keeps changing.
• Ability to work across Marketing, Product, and CS without needing much direction.

Bonus Points

• Experience teaching a fast-changing, AI-driven, or data-heavy product.
• Use AI in your own content workflow and understand its limitations.
• Built something that others kept running after you left.
• Background with a Customer Success platform or a B2B analytics product.
• Experience as an administrator of a customer education LMS.

Compensation & Culture

• Compensation: Full-time contract role from mid-December 2026 through June 2027, tapering to ~10 hours a week. Pay range is $65–$85 an hour based on experience and location.
• Culture: A productive, respectful, friendly, and hard-working environment without startup cult dynamics.