Fortive

Digital Customer Success, Content Strategist

Fortive

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
digital customer success programscontent creationgovernancehuman-centered designautomated journeysdata analysisperformance trackingengagement analyticsSaaS conceptssuccess metrics
Soft Skills
strong writing skillsstrong editing skillsoperational judgmentanalyticaloutcome-orientedcross-functional collaborationability to manage multiple initiativescommunicationproblem-solvingadaptability
Certifications
Bachelor’s Degree