Digital Customer Success, Content Strategist
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Job Description
Digital Customer Success & Content Strategist creating customer education content and engagement programs. Driving adoption, satisfaction, and retention across SaaS products.
Responsibilities:
- Build and Operate Digital Customer Success Programs
- Execute a prioritized backlog of digital initiatives tied to customer health, adoption, risk prevention, sentiment, and support deflection.
- Own end-to-end program execution including audience definition, content creation, configuration, QA, launch, measurement, and iteration.
- Maintain a consistent operating rhythm with releases, documentation, and stakeholder updates.
- Create and maintain PX segments, engagements (guides, banners, modals), and surveys (including NPS).
- Implement governance across naming standards, targeting rules, suppression logic, and version control.
- Partner with Product and Support to strengthen PX tracking, analytics, and closed-loop workflows.
- Embrace and evolve with emerging digital tools and capabilities, actively exploring new features, best practices, and automation opportunities within Gainsight and related platforms to improve scalability and customer experience.
- Apply human-centered design principles to create digital customer journeys, in-app guidance, and lifecycle communications that reduce friction, reflect evolving customer expectations, and enable confident product adoption.
- Create automated journeys in Journey Orchestrator that reinforce product adoption and customer value.
- Develop and maintain reusable templates, personalization tokens, and persona-based content variants.
- Ensure messaging meets customer-friendly communication standards: right message, audience, and frequency.
- Create high-quality content including onboarding flows, feature explainers, tutorials, release notes, in-app copy, and help-center articles.
- Maintain a unified editorial calendar that supports product launches, lifecycle communications, and digital CS initiatives.
- Keep content up-to-date with product advancements and new UX standards.
- Convert PX signals and survey results into actionable workflows within Gainsight CS (CTAs, triage routing, follow-up).
- Standardize CTA fields, playbooks, and reporting to support consistent follow-up across teams and products.
- Partner with CS Ops to ensure the right work lands with the right teams (Apex vs iPro).
- Track and report performance of digital programs using adoption lift, engagement analytics, deflection, NPS follow-up SLAs, and journey effectiveness.
- Leverage customer data, product telemetry, and engagement signals (e.g., PX analytics, surveys, funnel data) to identify trends, anticipate customer needs and risks, and trigger proactive, personalized interventions.
- Analyze help center, in-app guidance, and funnel data to accelerate customer learning and reduce friction.
- Continuously experiment, learn, and iterate on digital engagement programs by testing messaging, timing, targeting, and formats; document insights and apply learnings to improve outcomes at scale.
- Translate complex datasets into actionable insights and visualizations through dashboards, reports, and digital readouts that inform prioritization, optimize service delivery, and support data-driven decision making across Customer Success, Product, and Support.
Requirements:
- Bachelor’s Degree in relevant field
- 5-8 years of relevant work experience
- Knowledge of in-app engagement tools (PX, Pendo, Appcues).
- Experience supporting multiple products or customer segments.
- Experience in healthcare or medical software environments.
- Strong writing and editing skills; ability to simplify complex SaaS concepts.
- Experience working with CMS/knowledgebase tools.
- Strong operational judgment: targeting, suppression, QA, segmentation, measurement.
- Analytical, outcome-oriented, and comfortable defining success metrics.
- Ability to work cross-functionally with CS, Support, Product, Marketing, and UX.
- Ability to manage multiple initiatives in a fast-paced environment.
- Occasional travel may be required.
Benefits:
- Health insurance
- 401(k) matching
- Flexible working hours
- Paid time off
- Remote work options
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