Associate Instructional Designer
Gainsight
Knowledge Manager
Ashby
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $100,000 - $125,000 per year
Job Level
Mid-LevelSenior
About the role
- As our Knowledge Manager, you'll be at the helm of our documentation strategy and execution.
- In addition to creating customer-facing technical content, you will take ownership of our existing documentation program and improve upon it.
- You will be the owner of our customer-facing Help Center, and partner with internal stakeholders to maintain excellence in our internal-facing Knowledge Base.
- You'll work from within our Customer Success Department and assist in driving self-service solutions for customers seeking assistance.
- Collaborate with Support, Product, and Marketing to keep content in sync with new features, common questions, and high-impact workflows.
- Advocate for knowledge sharing across the company, championing best practices and alignment with frameworks like Knowledge-Centered Service (KCS).
Requirements
- 4+ years in technical writing and documentation management experience, preferably in the B2B SaaS domain. Certification in knowledge management (e.g., CKM, KM Institute Certification) is a plus.
- You’ve maintained a knowledge base, instrumented article analytics, used feedback or search logs to drive content prioritization.
- Beyond writing, you’ve built governance, content lifecycle workflows, contributor management, versioning, and processes to scale across large repositories of knowledge content.
- You have a proven track record of working in tandem with teams like Marketing, Product, and Operations, ensuring that documentation remains synchronized with product evolutions.
- Identify bottlenecks and implement process improvements for content creation and management.
Benefits
- Competitive compensation is offered.
- 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable.
- Unlimited PTO with four weeks is recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅
- Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise.
- Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!
- $100/month education budget with more expensive items (like conferences) covered with manager approval.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical writingdocumentation managementcontent lifecycle workflowsgovernanceversioningarticle analyticscontent prioritizationself-service solutionsknowledge sharingprocess improvements
Soft skills
collaborationadvocacycommunicationstakeholder managementproblem-solvingorganizational skillsattention to detailleadership
Certifications
CKMKM Institute Certification
