Responsibilities
- LMS Content Creation & Maintenance
- Create and maintain on-demand courses, learning paths, and certification content within Skilljar to support customer product adoption and proficiency.
- Develop clear, engaging instructional content that translates complex product features into accessible learning experiences for a financial services audience.
- Conduct regular audits of LMS content to ensure accuracy following product updates, releases, and feature changes.
- Support the Senior Customer Enablement Specialist in LMS strategy execution and course architecture decisions.
- Knowledge Base & Community Content
- Write, publish, and maintain knowledge base articles, how-to guides, and troubleshooting content within Gainsight to ensure customers have accurate, accessible self-serve resources.
- Support community content creation and moderation within the Gainsight community platform — contributing posts, responses, and engagement content in alignment with the strategy defined by the Digital Enablement Strategist.
- Conduct quarterly reviews of knowledge base content to identify gaps, outdated articles, and opportunities for improvement.
- Collaborate with the Senior Customer Enablement Specialist and Digital Enablement Strategist to ensure community and KB content aligns with digital engagement strategy and identified content gaps.
- Launch & Release Communications
- Support the creation and delivery of customer-facing communications for product launches and releases — including emails, Pendo modals, community posts, and other communication vehicles.
- Execute against the communication and adoption strategy defined by the Digital Enablement Strategist, ensuring all content is accurate, on-brand, and delivered on schedule.
- Collaborate with the Senior Customer Enablement Specialist to ensure launch communications are aligned with LMS and knowledge base updates.
- Ongoing Lifecycle Communications
- Support the delivery of ongoing customer lifecycle communications — including coordination with the Senior Customer Enablement Specialist and CS Ops.
- Webinar & Content Production Support
- Support the production and delivery of customer-facing webinars and enablement sessions — including content preparation, logistics coordination, and post-event follow-up.
- Assist in the creation of video and interactive content using tools such as Parta and Camtasia to support digital enablement programming.
- Cross-Functional Collaboration
- Work collaboratively with the Senior Customer Enablement Specialist, Digital Enablement Strategist, CS Ops, and Product teams to ensure content is aligned with product releases, customer needs, and organizational priorities.
- Participate in launch and release planning processes, contributing the customer enablement perspective on content and communication needs.
Requirements
- 3+ years of experience in a customer enablement, technical writing, content creation, or customer success environment within a SaaS organization.
- Strong written communication skills — this role produces customer-facing content across multiple formats and must write clearly, concisely, and with a consistent voice.
- Experience creating instructional or educational content, including knowledge base articles, how-to guides, or e-learning modules.
- Demonstrated ability to manage multiple projects simultaneously, meet deadlines, and maintain attention to detail in a fast-paced environment.
- Collaborative working style with a track record of cross-functional partnership.
Nice to Have
- Bachelor's degree in a relevant field or equivalent professional experience.
- Experience with Skilljar or a comparable LMS platform.
- Experience with Gainsight, Salesforce Experience Cloud, or a comparable community or knowledge base platform.
- Familiarity with customer communication tools such as ChurnZero or comparable platforms.
- Experience with video or interactive content creation tools such as Parta or Camtasia.
- Experience in financial services, fintech, compliance, or regulated industry SaaS environments.
Benefits
- A fun, fast-paced work environment
- Responsible PTO Plan that meets or exceeds state and local medical and family leave laws
- 11 paid holidays
- Community and social events to keep you connected and engaged
- Mental Health Benefits
- Medical, Dental and Vision insurance
- Company-paid Group Life Insurance, Short- and Long-Term Disability
- Flexible Spending Account & Health Savings Account
- Aflac Benefits – Critical Illness, Cancer Protection, & Hospital Choice
- Pet Insurance
- 401 (k) with company match with eligibility on Day 1 of employment
- 2 Paid Volunteer Time Off Days
