Knowledge Manager – Customer Success

Role Overview

• Own the single source of truth: Lead the end-to-end management of Salesforce Knowledge, ensuring all articles for our Customer Success and Client Account Management teams are meticulously organized, accurate, and easy to navigate.
• Translate complexity with precision: Distill dense product updates, technical workflows, and policy changes into clear, accessible, and actionable Standard Operating Procedures (SOPs). You’ll ensure that even the most complex processes are broken down into simple steps that empower our frontline teams.
• Standardize high-quality content: Execute all documentation tasks with an unwavering commitment to detail, resulting in high-quality internal resources with zero tolerance for errors in spelling, grammar, or communication.
• Drive proactive content strategy: Regularly audit the existing knowledge base to retire outdated information and identify content gaps, ensuring our resources remain as agile and current as our technology.
• Deepen industry expertise: Leverage and expand your specialized 401(k) and retirement services knowledge to ensure all documentation reflects current regulatory standards, plan administration nuances, and industry best practices.
• Drive stakeholder alignment: Partner strategically with CS and CAM leadership to capture and codify their preferred workflows. You’ll act as a bridge, ensuring that the documentation you create perfectly aligns with leadership’s vision for how the teams should serve our customers.
• Facilitate seamless product launches: Collaborate closely with Product Marketing to act as a bridge between our Product teams and the frontline, ensuring every launch is supported by vetted, high-quality documentation. You’ll transform go-to-market strategies into practical workflows, ensuring our associates are fully equipped the moment new features drop.
• Partner for Impact & Feedback: Collaborate extensively with Product Marketing to pinpoint knowledge gaps and document emerging processes. Beyond just documentation, you will actively highlight the volume of SOP workarounds to Product teams, serving as a catalyst for platform improvements that eliminate manual friction.
• Investigate and troubleshoot: Partner strategically with Product, CS/CAM Leaders, Cross-Functional Stakeholders, and Revenue Enablement to uncover the 'how' behind new processes. You’ll bridge the gap between technical product builds, back office procedures, and practical frontline execution.

Requirements

• A strong foundation: You ideally have a BA degree or equivalent practical experience in communications, technical writing, or a related field.
• Deep product & process intuition: You possess a natural curiosity and the ability to master the intricacies of the Human Interest product. You can quickly grasp how our platform, compliance requirements, and internal operations connect to provide a seamless retirement experience.
• Salesforce proficiency: You have hands-on experience managing content within Salesforce Knowledge or a similar enterprise-level CMS, with a deep understanding of how to keep information organized and searchable.
• SaaS Savvy: You have a clear understanding of SaaS business motions and the entire customer lifecycle, specifically within Customer Success and Account Management environments.
• Exceptional communicator: Your written communication is top-notch. You have an unwavering commitment to detail and a proven ability to translate technical 'product-speak' into accessible, user-friendly guides.
• Strategic collaborator: You’re adept at developing strong working relationships at all levels of management, allowing you to effectively capture preferred workflows from CS and CAM leaders.
• Analytical and organized: You possess top-notch organizational skills, with a keen ability to troubleshoot ambiguous processes and turn them into standardized, high-quality SOPs.
• Agile and adaptable: You thrive in a startup and SaaS background, demonstrating comfort with rapid change, product launches, and the need to move at a high velocity.
• A passion for clarity: You bring 3+ years of proven experience in knowledge management, technical writing, or enablement, demonstrating a true knack for making the complex feel simple.

Benefits

• A great 401(k) plan: Our own! Our 401(k) includes a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees
• Top-of-the-line health plans, as well as dental and vision insurance
• Competitive time off and parental leave
• Addition Wealth: Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness
• Lyra: Enhanced Mental Health Support for Employees and dependents
• Carrot: Fertility healthcare and family forming benefits
• Candidly: Student loan resource to help you and your family plan, borrow, and repay student debt
• Monthly work-from-home stipend; quarterly lifestyle stipend
• Engaging team-building experiences, ranging from virtual social events to team offsites, promoting collaboration and camaraderie.