In this episode of the Customer Education Lab, host Dave Derington welcomes Dan Braithwaite, Senior Director of Product Training at Mediaocean, for a deep dive on modern Instructor-Led Training (ILT) and its powerful impact in B2B SaaS customer education. Dan shares real-world stories, practical frameworks, and a human-centered approach to ILT that has helped shape Mediaocean’s global learning strategy.
Tune in as we debunk ILT myths, unpack a hands-on framework spanning “Tell Me, Show Me, Let Me Try,” and discuss how to build truly engaging experiences for customers and internal learners. If you want actionable strategies on scaling customer education, maximizing engagement, and measuring impact, this episode is a must-listen!
Key Episode Topics & Highlights
ILT’s evolution: from “dead” to indispensable in SaaS training
Building global, scalable, virtual instructor-led programs
“Tell Me, Show Me, Let Me Try” framework
Multimodal learning and accommodating diverse learner styles
Turning classrooms into communities & leveraging peer learning
Avoiding common mistakes in new ILT programs
The power of thoughtful post-training experiences and measurement
Using feedback loops, NPS, support ticket data, and product engagement tools
Driving adoption, retention, and tangible business impact via training
In this episode of CELab, host Dave Derington sits down with April Trask, a leader in partner enablement and enterprise AI at Writer. April unpacks the evolving landscape of partner enablement, exploring how AI and generative tools are reshaping the way organizations educate both partners and customers. April shares her unique journey from academia to tech, offering candid insights into building scalable programs at companies like Dropbox, Slack, CrowdStrike, and Writer. The conversation dives deep into the differences between customer education and partner enablement, the challenges of aligning cross-functional teams, and the importance of adaptability in a rapidly changing industry. April and Dave also discuss practical strategies for leveraging AI in learning, the critical role of collaboration with product and marketing, and advice for professionals navigating the pressures of pipeline and revenue.
Key Topics & Takeaways for Customer Education and Customer Success:
The spectrum of partner enablement models and why “one size fits all” doesn’t work
How AI and generative tools are transforming learning experiences for partners and customers
The difference in motivations between partners and direct customers—and why it matters
Building scalable enablement programs from scratch in fast-growing companies
The importance of cross-functional collaboration (product, marketing, sales enablement)
Why playbooks must be flexible: lessons learned from adapting to new environments
Career advice for those moving from customer education to partner enablement
Launching a customer education program is never easy—especially when you’re racing against the clock. In this episode, CELab’s Dave Derington sits down with Clea Mahoney , Head of Customer Education at Rewst, to unpack how her team rolled out Skilljar’s LMS in just 55 days. Clea shares her unconventional journey from instructor-led training to scalable online learning, and how playfulness, experimentation, and a customer-first mindset fueled Rewst’s rapid growth.
Listeners will discover how Clea and her team navigated the challenges of startup life, balanced perfectionism with progress, and leveraged data and AI to drive customer success. Whether you’re building your first customer education program or scaling an established one, this episode is packed with actionable insights, candid stories, and inspiration for every stage of your journey.
Key Topics & Highlights:
Rapid implementation of Skilljar LMS in just 55 days
Transitioning from instructor-led to scalable, modular online training
Building customer education programs in fast-paced startup environments
Balancing perfectionism with progress: “done is better than perfect”
Using data and analytics to measure and improve learning outcomes
Integrating AI and contextual help into customer education platforms
The importance of soft skills and team culture in Customer Success
Tailoring education for technical and non-technical audiences
Advice for launching your first customer education program
In this episode of CELab, we welcome Nick Mehta and Erica Kuhl to talk about Skilljar by Gainsight! We discuss the integration of their platforms and the future of Customer Education. We explore the importance of community in customer success, the vision behind the Customer OS, and how learning and community can work together to enhance customer experiences. Erica shares her journey from Salesforce to Gainsight, emphasizing the need for collaboration and innovation in the customer education space. The conversation highlights the significance of integrating learning and community to drive customer success and retention.
Highlights
Customer education is essential for growth and retention.
The integration of SkillJar and Gainsight creates a powerful Customer OS.
Community plays a crucial role in customer success.
Learning should be an ecosystem that includes community engagement.
Erica Kuhl emphasizes the importance of collaboration in education.
The future of customer education lies in integrating various platforms.
AI can enhance the customer education experience.
Creating opportunities for practitioners to connect is vital.
Feedback from the community is essential for product development.
The vision for Gainsight is to empower customers through education and community.
What do we call what we do? Is it Customer Education, Customer Enablement, Scaled CX, Digital CS, or something else entirely?
This episode features the return of serial guest and friend, Samantha Murray and both of our co-hosts – Adam and Dave – to spar about nomenclature (word of the day – the devising or choosing of names for things, especially in a science or other discipline). In this ever-evolving world of learning in B2B SaaS. Should we call our customer education, enablement, or something else entirely?
We explore how different organizations structure their customer-facing teams, the impact of titles and internal branding, and why the outcomes we drive may matter more than the names we use. You’ll hear real-world examples from large and fast-moving organizations, insights from LinkedIn discussions, and even a bit of AI-generated analysis on the distinctions between customer education, enablement, and digital CS. The episode challenges listeners to rethink how teams are grouped, what outcomes they’re responsible for, and how the industry can move forward amid rapid technological and organizational change.
Highlights:
The ongoing debate: Customer Education vs. Customer Enablement vs. Scaled CX
How naming conventions and titles impact team structure and outcomes
Real-world organizational examples and shifting internal branding
The role of AI in analyzing industry trends and terminology
The importance of aligning teams around shared outcomes, not just functions
The pros and cons of top-down vs. fractional/flexible leadership models
How to drive industry alignment during times of disruption and tech consolidation
Want to join the conversation? Jump into the the conversation that kicked this off on LinkedIn or join us in our Community platform to share your org structures and experiences!
In this episode of CELab, Eric Mistry joins us for a deep conversation into the evolving landscape of customer education, exploring how AI and automation are reshaping the field. We discuss the critical need for breaking down organizational silos and fostering a true community of practice, where educators, customer success professionals, and marketers collaborate to drive better outcomes for learners and organizations alike.
Eric shares his journey stepping into the role of Customer Education Manager at Smartcat and taking the reins of the influential Customer Education Bi-Weekly Newsletter. Together, Dave and Eric unpack the challenges and opportunities presented by rapid technological change, the importance of data, and the power of community-driven knowledge sharing. Whether you’re a practitioner, leader, or just curious about the future of customer education, this episode is packed with actionable insights and inspiration.
What’s in the episode?
The impact of AI and automation on customer education and enablement
Breaking down silos between customer education, customer success, and marketing
The evolution and importance of the customer education bi-weekly newsletter
Practical steps for getting started with AI as an education professional
The role of data and clean architecture in scaling learning interventions
Building a sustainable, collaborative community of practice
Real-world examples of AI-powered learning and support
The value of sharing, community, and elevating individual voices
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In this episode of CELab, co-host Adam Avramescu and special guest star Beaker Tincher from Personio sit down with Andrew Matsiavin, co-founder of Parta.io, to share the story of how their partnership transformed their approach to Customer Education. We dive deep into the challenges of legacy e-learning tools, the need for branded and differentiated learning experiences, and how Parta’s collaborative platform enabled Personio to achieve a 50% efficiency gain in course creation.
These days emerging platforms like Parta embrace partnership, innovation, and the drive to create engaging, scalable content for global audiences. Listeners will hear firsthand how Personio’s team overcame localization hurdles, streamlined collaboration with subject matter experts, and integrated AI and automation to future-proof their learning programs. The episode also explores the broader impact of treating vendors as true partners, resulting in solutions that benefit not just one company, but the entire Customer Education community. Whether you’re a learning leader, Instructional Designer, or EdTech enthusiast, this episode is packed with actionable insights and inspiration.
The inefficiencies and limitations of legacy e-learning tools like Articulate and SCORM
How Personio achieved a 50% efficiency gain in course creation with Parta
The power of branded, differentiated learning experiences
Real-world collaboration between learning designers and subject matter experts
Overcoming localization and translation challenges at scale
The value of deep, responsive vendor partnerships
Future trends: AI-driven content discoverability and integration with business tech stacks
Lessons for building scalable, engaging customer education programs
What does it take to build a world-class customer education program in today’s fast-paced, global SaaS landscape? In this episode, Dave Derington sits down with Randon Ruggles, Director of Customer Education at Jamf, to unpack the journey from classroom teacher to industry leader. Randon shares how his team scaled from a handful of educators to a global force, leveraging modular content, short-form video, and agile operations to drive customer success and retention.
Listeners will get a behind-the-scenes look at Randon and his team’s innovative approach to content creation, localization, and data-driven decision-making. From the power of “Jamf Shorts” to the operational backbone of Atlassian tools, Randon and Dave explore the real-world challenges and solutions that make customer education a strategic differentiator. Whether you’re a team of one or leading a global org, this episode is packed with actionable insights and inspiration.
In this episode we cover:
Scaling customer education from startup to global enterprise
The power of modular, short-form video content (“Jamf Shorts”)
Integrating learning with product, support, and customer success
Using Atlassian tools (JIRA, Confluence) for agile content ops
Data-driven decision-making: metrics, dashboards, and A/B testing
Smart localization strategies for global reach
Building team synergy and cross-functional collaboration
In this electrifying episode of CELab, Adam and Dave take the opportunity to share insights and learnings from Gainsight Pulse 2025, unpacking the transformative landscape of customer education and digital success. Through candid conversations and expert insights, Dave reveals how leading organizations are reimagining customer learning in an era of AI, scaled digital experiences, and integrated customer success strategies.
Join Adam Avramescu and Dave Derington as they dissect the conference’s key moments, exploring the critical intersection of community, education, and technology. From Gainsight’s strategic acquisitions to the challenges of creating meaningful digital learning experiences, this episode offers a roadmap for customer education professionals navigating the complex world of modern customer success.
Key Topics:
Gainsight’s acquisition of Skilljar and its implications
AI’s role in customer education content creation
Scaling digital customer success strategies
Integrating education, community, and product experiences
Challenges of creating high-quality digital learning at scale
In this episode, we sit down with Jeremy Davis from Cloudshare to explore the transformative world of virtual labs in customer education. Discover how cutting-edge technology is reshaping training approaches, making learning more accessible, efficient, and engaging than ever before. The conversation delves into the evolution of training methods, the impact of virtual environments, and how organizations can leverage these tools to dramatically improve customer onboarding and skill development.
Key Discussion Topics:
The limitations of traditional training methods
How virtual labs solve complex training challenges
