CELab is the Customer Education Lab for Innovative Customer Success, Enablement, and Marketing Teams. Our mission is to explore how to build Customer Education programs, experiment with new approaches, and exterminate the myths and bad advice that stop growth dead in its tracks.
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CELab is the Customer Education Lab for Innovative Customer Success, Enablement, and Marketing Teams. Our mission is to explore how to build Customer Education programs, experiment with new approaches, and exterminate the myths and bad advice that stop growth dead in its tracks.
CELab - Ep 160 - Randon Ruggles and The Secret to Customer Education Success: Short-Form Video, Data, and Team Synergy
CELab: The Customer Education Lab
1 hour 9 minutes 42 seconds
4 months ago
CELab - Ep 160 - Randon Ruggles and The Secret to Customer Education Success: Short-Form Video, Data, and Team Synergy
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
Advice for small teams and industry newcomers
CELab: The Customer Education Lab
CELab is the Customer Education Lab for Innovative Customer Success, Enablement, and Marketing Teams. Our mission is to explore how to build Customer Education programs, experiment with new approaches, and exterminate the myths and bad advice that stop growth dead in its tracks.
