Knowledge Strategist – Customer Success

Instructure

full-time

Posted on: 4/10/2026

Location Type: Remote

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About the role

Spearhead the "AI Readiness" of our knowledge base, ensuring that data structures, tagging, and taxonomy are optimized not just for human search, but for retrieval by Large Language Models (LLMs) and future Agentic AI tools.
Serve as the "Voice of Digital CS" in cross-functional meetings, advocating for knowledge governance that supports both our current team and our future AI strategy.
Build and maintain the "Digital Toolkit Library," acting as the strict guardian of our content structure to ensure zero clutter and maximum findability for humans and agents alike.
Partner with Product and AI teams to define the metadata and structural standards required to train our internal AI agents on customer success best practices.
Influence stakeholders in Product, Sales, and Finance to align on standard operating procedures, ensuring that the inputs our team receives are accurate, structured, and "AI-ready."
Translate complex internal changes into clear, structured updates for the CS team, ensuring everyone is singing from the same song sheet.
Identify opportunities for process improvement and lead the change management required to get other departments to adopt workflows that support cleaner data capture.
Audit existing workflows to remove technical debt, serving as the project manager for operational cleanup initiatives that prepare us for automation.

Bachelor degree (or equivalent)
1-3 Years in a similar role
Hyper-organized "Knowledge Engineering" mindset: You love structure, checklists, and taxonomy.
Interest in AI & Automation: You understand the basics of how AI agents retrieve information (RAG) and why structured data matters for the future of tech.
Exceptional Interpersonal & Influence Skills: You can navigate complex internal politics and negotiate processes that protect our team's capacity.
Strong Communication: You can synthesize complex information into simple, structured communications.
Change Management: Experience in rolling out new processes and getting buy-in from diverse teams.

Benefits

Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success.
Flexible work culture. Our remote, hybrid and in-office collaboration spaces vary by role, team and location.
Generous time off, including local holidays and our annual “Dim the Lights” period in late December, when teams are encouraged to step back and recharge based on departmental needs.
Comprehensive wellness programs and mental health support
Annual learning and development stipends to support your growth
The technology and tools you need to do your best work
Motivosity employee recognition program
A culture rooted in inclusivity, support, and meaningful connection