Knowledge Systems Manager

📋 Description

• Own the knowledge management roadmap and operating model for Customer Success Operations, including
• Establish and maintain broad knowledge coverage across support case types, prioritizing content
• Structure and organize the knowledge corpus for AI-assisted search and retrieval-augmented
• Coordinate the design and rollout of AI-assisted tools supporting knowledge creation, gap
• Define requirements, recommend priorities, and support the successful adoption of knowledge and
• Design and manage quality frameworks for AI-surfaced knowledge, evaluating answer accuracy and

🎯 Requirements

• 5+ years of experience in knowledge management, content strategy, documentation, or a related
• At least 3 years of experience supporting customer support, service operations, or customer success
• Proven experience owning a knowledge management program end to end, including governance design
• Working knowledge of Knowledge-Centered Service (KCS) or a comparable methodology, with practical
• Experience working with CRM, support, and ticketing platforms such as Salesforce, Jira, Zendesk, or
• Ability to analyze case and request data to identify knowledge demand, content gaps, and

🎁 Benefits

• Salary range of $91,000–$96,500.
• Competitive base compensation with a strong variable component.
• Remote work capabilities and flexible work schedules, depending on team requirements.
• Comprehensive medical, dental, and vision coverage.
• Additional insurance benefits, including life, disability, critical illness, accident, identity
• Flexible Spending Account and Health Savings Account options.