CELab: The Customer Education Lab

• CELab - Ep 168 - Customer Education and Education Services - The Future of Learning in B2B SaaS - Part 1

  What does the future hold for Customer Education in the ever-evolving world of B2B SaaS? In this solo episode, CELab co-founder and host Dave Derington explores the profound shifts redefining the learning landscape—from the legacy of transactional, revenue-generating education services to agile, outcome-driven customer enablement. Drawing on industry experience and personal insights, Dave examines how the disciplines of Education Services and Customer Education are merging to drive both business outcomes and Customer Success. Listeners will discover how digital transformation, the subscription economy, and post-pandemic realities have forced learning organizations to adapt at unprecedented speed. Using real-world examples and honest reflection, Dave highlights practical strategies, common pitfalls, and the importance of continual innovation in customer education. Whether you lead a startup or enterprise, this episode arms you with actionable ideas for thriving in the modern era of learning. Key Highlights: Why Education Services and Customer Education are converging in SaaS Lessons from legacy revenue-driven versus outcomes-based models How the subscription economy demands faster, more agile learning solutions COVID-19’s lasting impact on digital learning and engagement Key risks in “old school” and modern on-demand training programs The real-world business value of blending live and digital learning Practical steps to improve adoption, reduce churn, and drive measurable customer success The critical role of customer success-minded educators in today’s SaaS world

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• CELab - Ep 167 - Dan Braithwaite - ILT Reborn! How Mediaocean Builds Engagement & Community in Customer Education through Live Engagement

  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

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• CELab - Ep 166 - From Academia to AI: Building Scalable Partner Programs with April Trask

  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

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• CELab - Ep 165 - Clea Mahoney - How to Launch a Customer Education LMS in 55 Days: Lessons from Rewst’s Rapid Rollout

  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

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• CELab - Ep 164 - Skilljar by Gainsight - Part 1

  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.

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