About Me

I’m Janelle M. Young, a customer education, product enablement, and digital learning leader based in Orlando, Florida. I bring more than 20 years of experience designing and scaling learning ecosystems that help customers, employees, and product users understand, adopt, and succeed with complex tools and processes.

My background spans SaaS onboarding, customer education, digital adoption, instructional design, product enablement, LMS strategy, and multimedia learning development. I specialize in connecting learning strategy with measurable business outcomes, including faster time-to-value, stronger product adoption, improved retention, reduced support volume, and better customer experiences.

 

Experience

 

Throughout my career, I’ve led customer education and product enablement initiatives across SaaS and multi-entity organizations, building scalable programs that align product strategy, onboarding, analytics, and learning design.

Most recently, I directed enterprise digital adoption and product engagement strategy across multiple SaaS business units, using tools such as Pendo, WalkMe, LMS platforms, Salesforce Knowledge, and AI-driven analytics to improve onboarding, measure adoption, and identify customer friction points. My work has included developing customer journey maps, creating role-based onboarding paths, building customer health scoring models, aligning education with product releases, and partnering closely with Product, Engineering, UI/UX, Customer Experience, and GTM teams.

I’ve also led remote teams responsible for creating documentation, eLearning, tutorials, in-app guidance, knowledge articles, video content, and support enablement materials. Earlier in my career, I worked as an instructional designer and freelance consultant, developing learning solutions for clients across industries including finance, healthcare, automotive, hospitality, retail, entertainment, and technology.

My experience includes creating SCORM/xAPI eLearning, virtual instructor-led training, instructor-led training, software simulations, job aids, performance support tools, product videos, training videos, and knowledge base content.

 

Services Offered

I help organizations create clear, engaging, and scalable learning and enablement experiences that support product adoption, customer success, and business growth.

Services include:

  • Customer Education Strategy
  • Product Enablement & SaaS Onboarding
  • Instructional Design
  • eLearning Development
  • Articulate Storyline Course Design
  • LMS Strategy, Administration & Certification Programs
  • Digital Adoption Strategy using Pendo and WalkMe
  • In-App Guidance and Contextual Support
  • Customer Journey Mapping
  • Training Needs Analysis
  • Knowledge Base and Help Center Content
  • Product Launch and GTM Readiness Enablement
  • Training Videos and Product Demonstration Videos
  • Job Aids, Quick Reference Guides, and Performance Support Tools
  • Graphic Design and Layout using Adobe Creative Suite
  • Adoption Analytics, Education KPIs, and Program Optimization

Whether you need a full customer education program, a polished eLearning course, a product onboarding experience, or multimedia learning assets, I can help turn complex information into effective, learner-centered content that drives adoption and results.

 

“It’s the little details that are vital. Little things make big things happen.”

- John Wooden