Staff Customer Success, Communications and Content Manager
Henry Schein
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $115,000 - $130,000 per year
Job Level
Lead
About the role
- Design and manage content for digital customer success programs (email campaigns, webinars, community posts, digital learning) in lock step with our marketing team.
- Create and maintain a content calendar aligned with the customer lifecycle and product adoption goals.
- Develop messaging frameworks that reflect the voice of the customer and the value of our products in partnership with our communications team.
- Build content that supports automation and digital engagement, reducing the need for manual CSM outreach.
- Help CSMs take on more strategic initiatives by offloading routine communications to scalable, automated programs.
- Continuously iterate on content based on performance data to improve outcomes such as churn reduction, retention, and NPS.
- Partner with Marketing and Product Marketing to ensure consistency in messaging and branding.
- Work closely with Customer Support, Sales, and Onboarding to ensure content supports the full customer journey.
- Collaborate with the Sr Manager, Customer Success Operations and Business Intelligence to align content with Gainsight-powered automation and segmentation strategies.
- Identify key moments in the customer journey where content can drive engagement, adoption, and retention.
- Tailor content to different customer segments based on product usage data and business needs.
- Support the growth and engagement of CS-specific pages of the customer community platform.
- Develop content and programming for peer groups and customer-led learning initiatives.
- Track performance of content initiatives using Gainsight and other analytics tools.
- Continuously test and refine content based on engagement metrics and customer feedback.
Requirements
- 10+ years of experience in content strategy, customer communications, or customer marketing, preferably in a SaaS or tech-enabled services environment
- Experience supporting scaled customer success programs and digital engagement strategies
- Proven experience working cross functionally creating and implementing tools for the customer success team
- Strong writing, editing, and storytelling skills with the ability to adapt tone and style for different audiences
- Proven ability to collaborate across departments and influence without authority
- Experience working in a fast-paced, evolving organization with a customer-first mindset
Benefits
- Medical, Dental and Vision Coverage
- 401K Plan with Company Match
- Paid Time Off (PTO)
- Paid Parental Leave
- Short Term Disability
- Work Life Assistance Program
- Health Savings and Flexible Spending Accounts
- Sick Leave (if applicable)
- Income Protection
- Education Benefits
- Worldwide Scholarship Program
- Volunteer Opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
content strategydigital engagementcustomer communicationscontent calendar managementmessaging frameworksperformance data analysiscustomer journey mappingcontent automationanalytics toolscustomer success programs
Soft skills
strong writing skillsediting skillsstorytelling skillscollaborationinfluence without authorityadaptabilitycustomer-first mindsetstrategic thinkingcommunicationcross-functional teamwork