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Job Title: Platform Success & Training Manager
Location: Remote (United States)
Reports to: Vice President, Operations
Compensation: $72,000 – 80,000

From growing loyal audiences and launching email newsletters to increasing membership and major gifts, BlueLena provides the strategy, support, and tools that power more than 250 local news publications. Alongside standard development and monetization tools, we’ve built the industry-leading customer experience platform that can nurture a reader from first email signup all the way through to a small recurring donation or a major gift. With a culture of collaboration and continuous innovation, we’re a trusted partner to our publishers, empowering them to deliver essential information in order to inform, engage and serve their communities. 

The Platform Success & Training Manager at BlueLena is a dedicated specialist focused on empowering new and existing customers to get the most out of the BlueLena platform through expert onboarding, tailored training, and ongoing technical and educational support. This role combines deep technical proficiency with outstanding communication skills, enabling clients to confidently implement platform features, design effective automations, build revenue  donor pipelines, and execute high-impact lifecycle strategies.

This role reports to the Vice President, Operations and Programs and partners closely with the Publisher Success, Product, and Support teams to deliver an exceptional client experience across training, documentation, and platform adoption.

Key Responsibilities:

Client Training & Onboarding

  • Administer platform demonstrations with prospective BlueLena customers, ensuring complete understanding of capabilities and solutions for key publisher requirements.
  • Conduct 1:1 and group training sessions (live workshops, webinars, office hours) to educate users on platform functionality, strategy workflows, and best practices.
  • Develop and update onboarding curricula, conversation guides, and interactive demos tailored to client needs.

Technical Support & Coordination

  • Serve as a primary escalation point for technical onboarding questions and “how-to” support, troubleshooting issues and coordinating with internal product and engineering teams.
  • Track common client questions and feedback to inform product improvements and support documentation.
  • Serve as part of ‘front line’ support for clients who encounter occasional issues, bugs or platform escalations, etc. 

Strategic Guidance & Platform Use

  • Educate clients on designing reader journeys that nurture engagement from first contact through major giving.
  • Help clients build and optimize subscriber acquisition and donor pipelines using BlueLena tools and automation features.
  • Translate complex technical concepts into actionable guidance and practical workflows.

Educational Content & Resource Development

  • Create, curate, and maintain a resource library with tutorials, how-to videos, step-by-step guides, FAQs, and best-practice playbooks.
  • Document learning outcomes, client success stories, and platform tips to share internally and externally.

Client Feedback & Continuous Improvement

  • Gather client feedback to refine training programs and onboarding workflows, ensuring they align with evolving customer needs.
  • Partner with Publisher Success leadership to measure training effectiveness (e.g., adoption rates, session attendance, client satisfaction).

This is a strong fit for someone with proficiency in audience development technology and experience in audience, reader revenue, or client-facing work at a newsroom or media consultancy, who enjoys building trusted relationships, supporting publishers through practical, hands-on training, problem-solving, and is interested in growing toward broader strategic responsibility over time.

Preferred Qualifications & Skills:

  • 3+ years of experience in customer success, client training, technical onboarding, or education/training roles.
  • Strong technical skills with the ability to understand and explain marketing automation, CRM workflows, and platform integrations.
  • Experience with ActiveCampaign or similar marketing automation platforms is highly preferred.
  • Excellent verbal and written communication skills, especially in teaching complex topics clearly.
  • Background in educational program design, training facilitation, or instructional development a plus.
  • Comfort hosting workshops, webinars, and group learning sessions.

Spanish Fluency:

Preference will be given to candidates who are proficient or fully fluent in Spanish (reading, writing and speaking). This recognizes our growing network of Spanish-language publications as well as bilingual audiences within our broader client community. Spanish fluency will enable you to work effectively with Spanish-speaking clients, understand and respond to Spanish-language market dynamics, and contribute to our commitment to inclusivity and growth in multilingual journalism.

Our ideal candidate:

  • Passionate about helping customers succeed and confident guiding users across varying levels of technical ability.
  • Organized and self-directed, with a knack for turning technical complexity into intuitive learning experiences.
  • Strong collaborator who thrives in cross-functional environments and enjoys pairing product expertise with client support.
  • You’ve worked in a client-facing, audience, revenue, or operations role at a newsroom or media consultancy, or supported audience or fundraising work for mission-driven organizations.
  • You understand the independent journalism ecosystem, including nonprofit and mission-driven models, and are familiar with the tools and platforms commonly used by publishers—or can learn new systems quickly.
  • You’re comfortable rolling up your sleeves—jumping into systems, collaborating with teammates in Slack, and helping solve day-to-day problems or demonstrating how to complete a task.
  • You’re data-aware and practical, able to spot trends, questions, or red flags in metrics and use them to inform next steps.
  • You’re organized and reliable, able to manage multiple workstreams, follow through on details, and keep work moving across teams.

Why join BlueLena?

The Platform Success & Training Manager is foundational to ensuring customer satisfaction, accelerating product adoption, and empowering publishers to strategically grow audiences and revenue. This role not only increases the value clients receive from the platform but also helps shape the future of BlueLena’s training ecosystem through thoughtful documentation, real-world guidance, and human-centered learning experiences.

We’re a small, mission-driven team that supports over 250 newsrooms around the world. Our clients do incredible work, and our job is to give them the infrastructure and strategy they need to thrive. You’ll be joining a collaborative, values-aligned team that’s working hard to build a sustainable future for independent journalism—and having fun while doing it.

Our clients’ jobs are difficult, and our primary goal is making financial sustainability a reality without overly burdening them. The ideal candidate will think beyond the solutions available today, identifying emerging needs within the client base and proposing solutions that we can build and scale across the network.

In addition to these role-specific expectations, our ideal candidate also exhibits the qualities that define our BlueLena team members, including:

  • Collaborative: BlueLena is a true learning environment, and despite our org chart, we’re a relatively flat organization. Great ideas and best practices come from team members across the org, and it’s not uncommon for our senior leaders to play a support role when needed. We don’t hoard knowledge, we support each other, and we do whatever we can to back each other up.
  • Motivated: You are a detail-oriented project leader with the ability to multi-task and get things done in a fast paced, ever-changing environment.
  • Accountable: You are an experienced people leader who represents the organization with integrity and professionalism. You embody standards for personal accountability while maintaining work-life balance.
  • Curious: You ask good questions, show empathy, are great at listening and synthesizing large amounts of information.
  • Strategic: You are comfortable with identifying and proposing solutions to complex challenges. Although not immersed in daily business operations, you understand them and can identify/recommend opportunities for improvement.
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Company Benefits

We believe that supporting great work starts with supporting great people. Here’s what you can expect as a full-time team member at BlueLena:

  • Health coverage: we offer a company sponsored plan (medical, vision and dental) and contribute up to $500 per month toward health insurance for you and your family. Or you can opt out and receive this as additional taxable income.
  • Generous 401k match: we match 100% of your contribution up to 3% of your salary, and 50% of the next 2%.
  • Take time when you need it: we provide 20 days of paid leave each year, plus 8 paid company holidays.
  • Company laptop: we provide you with a choice of MacBook or equivalent PC and it becomes yours to keep at the end of two years.
  • Evolving benefits for a growing team: as we grow, our benefits do too. We’re always working to make BlueLena a great place to build your career and future.

Not you but think you have something to offer? Job descriptions are tough to write and rarely comprehensive. The above is only one way we’ve envisioned this role. We welcome people of all backgrounds and experiences to apply; come with a passion for supporting the independent news ecosystem and an ability to learn and tell us how you think you can make an impact with BlueLena.

To apply, please send a short email to join@bluelena.io outlining how you would make an impact at BlueLena. Include a resume or LinkedIn link. 

How to apply:

Please submit your resume and a brief cover letter (1-2 pages) that includes:

  1. Why you’re interested in this role and in BlueLena’s mission.
  2. Your relevant experience supporting publishers, audience growth or fundraising.
  3. Confirmation of your Spanish-language fluency (if applicable) and any experience working with Spanish-language audiences or publications.

We look forward to reviewing your application.

About BlueLena:

BlueLena was founded in 2020 by an experienced team of publishers, journalists and news marketing executives to create a sustainable future for independent local media. We do so by deploying world class technology, and delivering the expertise and professional services to support audience growth, build recurring reader revenues and cultivate major donor relationships for long-term publisher success. 

Today we support over 250 newsrooms across North America, Asia and Europe.

The BlueLena publishing membership represents a diverse mix of nonprofit and for-profit newsrooms, including pure digital and hybrid print + digital publications, as well as established and new media brands. Our clients represent membership with the American Journalism Project (AJP), the Association of Alternative Newsmedia (AAN), LION Publishers, the Institute for Nonprofit News (INN), the National Association of Hispanic Press (NAHP), the Black Press Association (NNPA), and the Local Media Association (LMA).

We facilitate the sharing of best practices through a weekly newsletter, community Slack channel, and monthly Zoom meetings where we spotlight success stories from across the BlueLena publisher consortium.

BlueLena is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.