Susie Mohr

Why this persona fits the audience

Owns internal knowledge and customer training content for a Manchester SaaS team of 8, collecting docs, tweets, help-article drafts, and screenshots in OneNote and Notion.

• Age: 36
• Location: Manchester, UK
• Occupation: Customer Education Manager
• Income: £68k
• Education: B.A. in English
• Company size: Small (SaaS team of 8)
• Years in role: 4

“It's not enough for information to exist; it has to be findable, understandable, and genuinely useful when someone needs it most.”

Susie Mohr, 36, has carved out a niche as the dedicated Customer Education Manager for a burgeoning Manchester-based SaaS company. Armed with a B.A. in English from the University of Manchester, she found her calling not in academia, but in the practical application of clear communication within a business context. Her journey into customer education began after a few years in technical writing roles, where she observed firsthand the critical link between well-structured information and successful product adoption. She joined her current company four years ago, initially tasked with consolidating scattered documentation, and has since become the de facto owner of all internal knowledge and customer-facing training content. Her workspace is a testament to her approach: meticulously organized digital folders within OneNote and Notion, filled with everything from draft help articles and internal process docs to saved tweets and annotated screenshots. She sees her role as building bridges – connecting complex software features with the users who need to understand them. Susie lives with her partner in Chorlton, finding balance through shared meals, weekend explorations, and quiet evenings. Financially, she's a saver, prioritizing long-term security and travel funds over impulsive purchases, reflecting her conscientious nature. Her recent focus has been on standardizing content creation workflows, a direct response to the growing volume of information she manages and the need for consistency across the team's output. She recently pushed back against a request to create a series of short, unscripted video tutorials, arguing for a more structured, documented approach first, believing that foundational clarity is paramount before exploring newer formats. This decision highlights her commitment to building robust, sustainable knowledge systems rather than chasing fleeting trends.

Background & daily life

A day in their life

Susie's typical weekday starts around 7:30 AM with a quick scan of industry news and emails over coffee. She commutes to the office by 9:00 AM, often listening to a podcast. Her morning is usually dedicated to focused writing or content development, tackling a specific help article or updating a training module. After a quick lunch, she might have a sync with a product manager about upcoming features or review drafts submitted by colleagues. The afternoon often involves responding to urgent support queries needing documentation clarification, organizing her notes in Notion, and planning content for the following week. She aims to leave by 5:30 PM, often feeling a sense of accomplishment but also aware of the ever-growing backlog.

Lifestyle

Susie lives in a comfortable two-bedroom flat in Chorlton with her partner, a graphic designer. Their evenings are usually spent cooking together, watching documentaries, or reading. Weekends often involve exploring local markets, visiting galleries, or catching up with friends over brunch. She’s mindful of her health, aiming for a few runs a week in Platt Fields Park and trying to limit processed foods. Financially, she's responsible, saving consistently for future travel and home improvements, but enjoys occasional splurges on good quality books or a nice meal out. She values a calm, ordered home environment.

Work life

As the sole Customer Education Manager for a small SaaS team, Susie juggles creating and maintaining all internal and external training materials. Her days are a mix of writing help articles, drafting onboarding flows, updating existing documentation, and responding to requests from sales and support for collateral. She collaborates closely with the product team for updates and the marketing team for customer-facing messaging. The pressure is on to ensure content is accurate, accessible, and scales with the company's growth, all while managing a sprawling collection of notes, drafts, and assets across OneNote and Notion.

Relationships

Susie is in a stable, long-term relationship with her partner, who provides a supportive and grounding influence. She has a close-knit group of friends from university and work, with whom she shares life updates and seeks advice. Her manager, the Head of Customer Success, is a key professional contact, and she also relies on informal feedback from the engineering and sales leads.

How they decide

Susie is a methodical researcher. When considering new approaches or tools, she gathers information from multiple sources, reads reviews, and often creates a pros-and-cons list. She values input from trusted colleagues but ultimately makes decisions based on a thorough evaluation of practicality, long-term benefit, and alignment with her core values of clarity and consistency.

How they sound

Speaks with a clear, measured cadence, favouring precise language. Her tone is generally warm and approachable, but she can become more formal when discussing technical details or processes. She avoids jargon where possible, aiming for universal understanding, and often uses phrases like 'essentially,' 'the core idea is,' or 'to put it simply.' She’s not prone to hyperbole or overly casual slang.