Knowledge Manager - Americas

Job Description

Job Description

Hi, I’m Allie 👋One of my favorite things about working at Ashby is our operating principle of Prioritizing Ownership. It means that within your area of responsibility, we trust you to take full ownership—crafting, leading, and continuously improving what you work on. That’s why I am thrilled to be hiring for a Knowledge Manager ! In this role, you’ll define the strategic vision, prioritize the roadmap, and scale our documentation and self-service programs as we grow.

About This 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, but will ultimately work cross-functionally to ensure that our customers have a seamless experience with Ashby's software. You’ll meet customers where they are, helping shorten their time to value by providing excellent content to help them achieve their goals.

Ashby is designed to be powerful and flexible, catering to the diverse needs of its users. Given its intricacies, you will become a product and domain expert in order to enable our customers to make the best use of Ashby to drive hiring excellence. Your content will cater to a broad spectrum, from tech-savvy professionals to those less acquainted with technical nuances, ensuring clarity and accessibility for all.

Your Responsibilities

Design and maintain self-service support workflows that guide customers to the right resources at the right time.

In partnership with our other Knowledge Manager, develop scalable processes for content creation, upkeep, and governance ensuring documentation aligns with product changes and support needs.

Collaborate with Support, Product, and Marketing to keep content in sync with new features, common questions, and high-impact workflows.

Own and evolve our internal knowledge base, ensuring it is structured, searchable, and up to date for Support and cross-functional teams.

Advocate for knowledge sharing across the company, championing best practices and alignment with frameworks like Knowledge-Centered Service (KCS).

Role Requirements

Experience : 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.

Content Management : You’ve maintained a knowledge base, instrumented article analytics, used feedback or search logs to drive content prioritization.

Strategic Oversight : Beyond writing, you’ve built governance, content lifecycle workflows, contributor management, versioning, and processes to scale across large repositories of knowledge content.

Cross-functional Collaboration : 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.

Process Enhancement : Identify bottlenecks and implement process improvements for content creation and management.

You Could Be a Great Fit If :

📣 You demonstrate clear written communication. You ask clarifying questions with 📣 You demonstrate clear written communication. You ask clarifying questions with precision and can distill complex concepts into clear and concise content.

🧑️‍🏫 You love to teach through content. Whether it’s a complex report to a very tenured data analyst or a workflow to a brand new recruiter who is new to SaaS tools, you are excited to create material to support end user enablement.

📈 You’re curious about which content drives the biggest lift in support deflection or self-serve adoption.

⚙️ You are not only excited about evergreen content creation, but also operational excellence. Crafting repeatable processes that will allow our Knowledge Base to scale well in future is a priority for you (we’re already north of 200 articles).

🤓 You love becoming a product and industry expert. You create ‘Ah ha!’ moments by tailoring your writing to address customer challenges.

🔍 Your peers describe you as detail oriented. You take pride in internal operations and consider processes and documentation from a holistic perspective.

⚡️ You’re eager to collaborate with stakeholders such as Product Marketing. This is foundational to a cohesive content strategy that accounts for upcoming features, releases, and product launches.

🔄You’re familiar with the Knowledge-Centered Service delivery method (KCS) and are motivated by the responsibility of implementing company-wide processes.

👨️‍👨️‍👧️‍👧 You care about aligning documentation priorities with Ashby’s broader goals and strategies.

You May Not Want to Apply If :

The idea of managing hundreds of articles (e.g. updating terms, screenshots, or video to ensure resources are up to date) does not appeal to you.

You’re an excellent technical writer but not excited to set the strategic direction for the Knowledge Base – you’d rather follow set guidance than pioneer the way.

You prefer big teams – you’ll be working with the PMM who prepares Product Briefs as well as other internal stakeholders, but there is no dedicated enablement team here at present.

Our Philosophy

Here are a few key points (relevant to the go-to-market side) that should give you an idea of what it is like to work with us :

We spend a lot of time building best-in-class products since we believe a highly differentiated product is a lot easier to sell.

We want to offer deep expertise whenever we interact with prospects and customers – whether it be through scaled engagements (e.g. webinars), 1 : 1 conversations, or through written word (e.g. documentation).

We strongly believe that small teams with very talented people (and the right work environment) deliver much better performance than teams with large headcount. We hire and compensate accordingly.

We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) - we’ll get into these and other values during the hiring process.

The Interview

At Ashby, our team and interview process want to help you show your best self. Our interview process is structured to get to know you and your career as well as empower you with insight into our key focus areas. Here is the process in its entirety :

30 min - Recruiter Screen with Talent Team

Take-home Assessment - one week to complete

45 min - Interview with Allie (Hiring Manager)

Final Round :

45 min - Operational Excellence Interview with the Hiring Manager and our current Knowledge Manager

45 min - Interview with VP of Customer Success and Customer Education Program Manager

45 min - Enablement Interview with our Content Lead, and a cross-functional Customer Success Leader

10 min - Closing Questions with Hiring Manager

Benefits

You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible.

You get to sell a product that our prospects & customers are truly excited about.

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.

Excited to bring order to chaos and scale knowledge across an ambitious team? We’d love to hear from you.

Ashby’s success hinges on hiring great people and creating an environment where we can be happy, feel challenged, and do our best work. We’re being deliberate about building that environment from the ground up. We hope that excites you enough to apply.

Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.

Compensation Range : $100K - $125K