CELab: The Customer Education Lab

CELab – Ep 169 – Customer Education and Education Services – The Future of Learning in B2B SaaS – Part 2

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In the last episode of the CELab podcast, co-host Dave Derington explored the profound shifts redefining the learning landscape—from the legacy of transactional, revenue-generating education services to agile, outcome-driven customer enablement.

Customer Education and Education Services are converging, and Dave continues sharing his thoughts on how B2B SaaS organizations are reimagining what learning means for their customers, partners, and teams. Drawing on his journey through small to large businesses - including Atlassian, Outreach, Gainsight, and ServiceRocket - he breaks down why businesses need to move beyond simply selling training—embracing continuous, measurable, and truly impactful learning experiences. This offers listeners an inside look at the systems, teams, and metrics that set elite learning teams apart.

Packed with stories from the frontlines—including modular content wins, the challenge of getting measurable outcomes, and real examples of change led by forward-thinking leaders—this episode is a roadmap for anyone looking to level up their Customer Education or Customer Success game. Want to dive deeper or connect with us? Have stories to share? Reach out to us today through this link on the CELab website, or contact us through LinkedIn!

Episode Highlights:

  • Transition from revenue-driven to value and outcomes-driven learning strategies.
  • The “Trinity” of learning measurement: Learner identity, what’s learned, and usage data.
  • Modular, scalable content as a key to modern learning success.
  • Importance of aligning education, enablement, services, and customer success teams.
  • Continuous learning loops beat one-and-done training every time.
  • Tailoring without fully bespoke (costly) solutions: Balancing scale and relevance.
  • Embedding data and business outcomes in learning program design.
  • Practical examples from Atlassian, Gainsight, and more.
  • Tips for leveraging champions and blended content delivery.
    • ...more
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    CELab: The Customer Education LabBy CELab
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