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:
In this episode, Adam covers fundamental instructional theories that Customer Education professionals use, starting with the Kirpatrick Model, named for Dr. Donald Kirpatrick (1924...
In this episode, we speak with Phil Byrne, Manager of Product Education at Intercom. Through the lens of choosing the right metrics, Phil takes...
For CELab’s 100th episode, we’ve decided to celebrate by discussing the hardest-won lessons for Customer Education Leaders. Dave and Adam have both held several...
