Customer Education Lead

The Mission: Why We Exist, What We Do, And Where You Fit 

At e-PlanSoft, we help cities and counties modernize their plan review processes. Our software platform replaces manual, paper-heavy workflows with a faster, more transparent system for reviewing and approving building plans, empowering agencies to reduce permit turnaround times and improve service to their communities. 

We are at a critical moment: With a fresh investment from ParkerGale Capital, we know our product delivers, our customers love us, and we're sitting at ~$5M ARR. Now, it's time to scale and that means delivering initial and ongoing education that turns new users into raving fans and advocates. 

We're hiring a Customer Education Lead to own the end-user training experience from implementation through ongoing enablement. You will be a player-coach: spending 70% of your time in the trenches delivering training directly to customer teams, and 30% building the systems, materials, and processes that will allow us to scale training excellence as we grow. You'll define what "good" looks like for user adoption and proficiency, deliver consistently great training experiences, and lay the groundwork for a scalable customer education function. 

This is a hands-on, high-impact role where instructional design meets government technology adoption. You'll work with city planners, building officials, and administrative staff who have varying technical comfort levels and deep expertise in their domains. You'll need to translate complex software functionality into clear, role-based training that drives adoption and reduces time-to-productivity. Perfect for an experienced training professional who thrives on direct customer interaction, loves building something from the ground up, and gets energized by seeing users have "aha" moments. 

Competencies: What You Need To Be Uniquely Great At 

Must-Haves

• Proven track record building training programs from scratch: You've taken a software product with minimal or ad-hoc training and built a structured, repeatable customer education program that drives adoption. You don't need a playbook to copy, you know how to create one
• Adult learning expertise in software training: You've designed and delivered end-user training for complex software products, understanding how to accommodate different learning styles, technical comfort levels, and job-based needs in a single session. You bring established frameworks and best practices from prior experience that you can adapt to our context
• Player-coach mentality with startup comfort: You're equally comfortable rolling up your sleeves to deliver 10 training sessions in a month as you are building the systems that will make training repeatable and scalable. You know when to do vs. when to document and delegate, and you thrive in environments where you need to figure things out without a template
• Government or public sector experience: You understand how municipal employees work, the change management challenges in government settings, and how to communicate with city planners, building officials, and administrative staff who are experts in their domains but may be hesitant about new technology
• Instructional design and content creation: You can take complex software functionality and break it down into clear, engaging training materials (slides, exercises, guides, videos) that users can reference long after the training session ends
• Customer-facing excellence: You build rapport quickly, handle difficult questions with patience, read the room to adjust your approach on the fly, and leave customers feeling confident rather than overwhelmed
• Bias toward action and iteration: You don't wait for perfect. You ship a good version, gather feedback, and make it better. You're comfortable with ambiguity and excited by the challenge of building something new rather than inheriting an established program 

Nice-to-Haves

• Experience with permitting, plan review, or other municipal software: You've trained users on GovTech products and understand the workflows, terminology, and compliance requirements unique to community development and building departments
• Learning management system (LMS) or training platform experience: You've built or managed digital training programs using tools like Lessonly, Docebo, TalentLMS, or similar platforms
• Video production and editing skills: You can create polished training videos, screen recordings, or interactive tutorials using tools like Camtasia, Loom, or Articulate
• Technical aptitude for software products: You can quickly learn new features, navigate administrative settings, and troubleshoot basic user issues to provide real-time guidance during training sessions
• Change management or organizational development background: You've helped organizations through technology adoption and understand the human side of software implementations
• Experience training train-the-trainer programs: You've enabled internal champions or power users to cascade training to their colleagues, extending your reach without sacrificing quality