Staff Customer Success Communications and Content Manager

Principal Customer Success Communications And Content Manager

We are seeking a strategic and creative Principal Customer Success Communications and Content Manager to lead the development and execution of content and communication strategies critical to our scaled customer success model. This role will be essential to building efficient, automated programs that empower Customer Success Managers (CSMs) to focus on high-impact initiatives-enabling our team to scale without increasing headcount. You will collaborate cross-functionally to ensure that our digital engagement efforts-emails, webinars, digital business reviews, peer groups, community content, etc.-are aligned with the customer journey and deliver measurable value to our customers.

• 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.
• Travel typically less than 10%. Office environment. No special physical demands required

Qualifications Must have :