Digital Customer Success Content Manager

Proofpoint is a global leader in human- and agent-centric cybersecurity, dedicated to safeguarding the digital world. They are seeking a Digital Customer Success Content Manager to lead the creation and scaling of customer-facing content within their B2B SaaS organization, focusing on driving product adoption and customer education.

Responsibilities:

• Partner with subject matter experts (SMEs) in Customer Success, Product, Marketing, and other functions to identify content needs
• Conduct audits of existing materials (knowledge base articles, webinars, presentations, enablement assets, product documentation, etc.) to Identify reusable source material
• Surface gaps requiring net-new content
• Recommend format conversions to maximize impact
• Develop structured content plans aligned to adoption goals, feature launches, and customer journey milestones
• Create high-quality, customer-facing content including Webinars (live and on-demand)
• Short-form product videos
• Feature spotlight videos
• In-app guidance content
• Enablement decks
• Customer education materials
• Own content production end-to-end, from outline and scripting to final delivery
• Interview SMEs to extract insights and translate expertise into customer-ready materials
• Transform existing materials into new formats, including Breaking full-length webinars into short-form video series
• Converting PowerPoint presentations into video-based learnings
• Extracting targeted feature content from long-form documentation
• Scan large documents (e.g., 100+ page guides) to extract relevant segments for specific features or customer segments
• Ensure content consistency, clarity, and alignment across formats
• Leverage generative AI tools to create a content library across multiple product lines
• Analyze and summarize large volumes of source material
• Identify relevant content sections quickly and accurately
• Draft scripts, outlines, and derivative content
• Accelerate multi-format production workflows
• Establish scalable AI-assisted workflows that enable high-volume, high-quality content creation
• Continuously evaluate and adopt emerging tools that improve content velocity and effectiveness
• Operate as a content consultant and editor within the Digital CS organization

Requirements:

• 5+ years of experience in content creation within B2B SaaS (Customer Success, Product Marketing, Enablement, or Education preferred)
• Demonstrated ability to create content across multiple formats (video, webinar, written, slide-based, etc.)
• Experience auditing and repurposing large volumes of existing content
• Strong understanding of customer lifecycle, product adoption, and digital engagement strategies
• Proficiency with generative AI tools for content analysis and creation
• Experience with video creation and editing tools (e.g., Camtasia, Loom, Synthesia, Descript, or similar)
• Experience with Customer Success Platforms such as Totango
• Proficiency with AI to scan, interpret, and extract insights from large documentation sets
• Strong storytelling capabilities
• Exceptional written and verbal communication skills