Director of Customer Education

About Assembly Software

Assembly Software is an innovative technology company transforming the legal industry by combining decades of experience with advanced customer-centered innovation. It merges two pioneering case management platforms, Needles and Trialworks, into Neos—an advanced cloud-based solution featuring embedded AI, giving law firms enhanced capabilities to streamline operations, boost productivity, and manage their practice efficiently.

At Assembly, we foster a supportive environment that encourages career growth and creativity, pioneering new solutions in a traditionally conservative industry. Our vision is to offer the legal community top-tier practice management software enabling client advocacy anytime, anywhere. Our mission focuses on delivering intuitive, comprehensive legal practice management systems that optimize efficiency and profitability.

Core Values

• Accountability through responsible actions and transparency
• Commitment to continuous learning and development
• Teamwork that respects diverse opinions and promotes collaboration
• Innovative thinking that embraces creativity and openness
• Dedication to serving customers and colleagues by adding value
• Integrity in doing the right thing consistently
• Embracing diversity and fostering an inclusive culture

Role Overview

We seek a Director of Customer Education who will design and implement a scalable learning experience that transforms Neos customers from novices to proficient users. This role focuses on evolving training methods to reduce costs without compromising quality, collaborating closely with Product, Customer Success, and senior leadership to make education a key factor in customer retention and business growth.

Key Responsibilities

• Develop the comprehensive learning strategy for Neos customers, including self-paced courses, certification programs, live webinars, and in-product guidance
• Create a digital-centric education approach that minimizes reliance on high-touch live training and increases on-demand accessibility
• Initiate and expand certification programs for users, administrators, and partners involved in implementation
• Manage and mentor the Customer Education team, supporting their growth and performance
• Integrate educational elements into product launches and customer onboarding in partnership with relevant teams
• Monitor key metrics such as cost per training session, adoption rates, and time to value, providing regular reports to leadership

Candidate Requirements

• Minimum eight years of experience in customer education, instructional design, or learning and development within B2B SaaS environments, including at least three years in leadership roles
• Proven success in creating scalable, digital-first training models that reduce costs yet maintain high training quality
• Proficient in learning management systems and digital content creation tools
• Strong ability to define data-driven KPIs and demonstrate education program return on investment
• Preferred experience with legal technology or vertical SaaS and prior creation of customer certification initiatives

Compensation and Benefits

• Competitive salary aligned with experience
• Comprehensive medical, dental, and vision insurance plans
• Flexible paid time off policy
• Remote-first work culture with support for home office setups

Additional Information

Assembly Software operates fully remotely, primarily serving personal injury law firms across the USA with its flagship Neos case management platform. The company embraces an inclusive and diverse workforce and maintains policies prohibiting any form of discrimination or harassment. Occasional office visits may be required at the Miami, FL location.

Assembly values its employees highly, offering benefits such as 401k, parental leave, disability insurance, and employee assistance programs. With over 2,500 law firm clients and 40,000 users, Assembly is a rapidly growing company enjoying strong backing from Ridge Road Partners.