DeTonia Gooden, MBA

Education Systems Built for Adoption, Growth, and Business Impact

The organizations that win at scale are the ones that make it easy for customers and employees to succeed, through education systems that activate, enable, and retain.

I build and lead those systems.

My work sits at the intersection of customer education, product adoption, and learning strategy, designing the programs, platforms, and content operations that move people from confusion to confidence and turn education into a measurable business lever. Whether embedded in a Marketing org, a Customer Success function, or a standalone education team, I operate as a strategic leader who connects learning to revenue, retention, and growth.

Customer Education Strategy

Product Adoption & Onboarding

Learning Hub & Knowledge Base Development

Multimedia Content Production Leadership

LMS / LXP Implementation & Optimization

AI-Enabled Content Workflows

Cross-Functional Program Leadership

Help Center & Ticket Deflection Strategy

Learning Analytics & KPI Reporting

Sales & Customer Success Enablement

I build education systems that solve business problems, not content libraries that sit unused.

That means standing up customer-facing learning hubs, leading multimedia production teams to deliver video tutorials and product demos at scale, migrating knowledge bases to improve self-serve resolution, and partnering with Product to align education to every release cycle. It means implementing LMS platforms with the strategy to back them up, building certification programs tied to real performance outcomes, and using data to identify where customers are dropping off and why.

I work across Product, Marketing, Customer Success, Sales, and Operations, translating complex products and processes into education experiences that reduce support burden, accelerate time-to-value, and make customers more successful.

Reduced implementation backlog by nearly 30% and moved 30+ customers through onboarding within 45 days by redesigning the customer education and enablement model at Actabl across four SaaS product lines.

Improved NPS performance by reducing detractors by 10% and increasing promoters by 20% through scalable customer education programs and self-serve learning pathways.

Built and led a customer-facing education ecosystem serving 15,000+ learners across three online academies, managing learning paths, compliance tracking, and content performance globally.

Migrated customer-facing knowledge base from Confluence to TeamSupport, improving content structure and self-serve resolution rates, directly reducing support ticket volume.

Designed and launched a 26-week certification program with competency mapping, role-based learning paths, and measurable assessments, achieving target completion rates within the first year.

Led a multimedia content production function delivering customer-facing video tutorials, product demos, and software walkthroughs using Synthesia, Camtasia, and Adobe Captivate.

The strongest education functions aren't built on one person, they're built on clear systems, capable teams, and a leader who develops both.

I've led teams of content creators, instructional designers, and customer experience managers, building the workflows, standards, and coaching structures that let people do their best work without constant direction. I invest in the people doing the work because execution quality compounds over time, and a well-developed team is always the highest-leverage investment a director can make.

 Outside of work, I’m a paint-by-numbers artist with a strong preference for black combat boots and well-made loafers. 

I have an irrational fear of butterflies, which I’ve accepted as part of my personal brand.

I’ve also named all of my GenAI tools. If you’re going to build the future, you might as well build relationships with it.