The Content Glue: Keeping Teams Unified Across the Customer Journey with Michael Lux, Senior Director of CE @ Procore Technologies

Episode notes

In this episode of SaaS Therapy, Todd talks with Michael Lux, Senior Director of Customer Education at Procore Technologies. They discuss the evolution of Procore from a startup to a public company, the structure of the education team, and the importance of a unified content strategy across departments. Michael shares insights on the challenges of customer education, the need for tailored content, and the metrics that define success in customer training. The conversation also touches on the future of AI in learning and the importance of time to value in customer success. Takeaways The education team is structured under professional services for better alignment with customer success. Content strategy should be unified across departments to maximize impact. Hands-on, use case-based training is essential for customer success. Procore has a high course completion rate compared to industry standards. Tailoring content to specific customer needs is crucial. Time to value is a key metric for customer success teams. AI in learning content is still developing and not fully reliable. A strong content strategy should consider the entire customer lifecycle.