Responsibilities
- 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.
Requirements
- Hyper-organized "Knowledge Engineering" mindset: You love structure, checklists, and taxonomy. You understand that how data is stored is just as important as the data itself.
- 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.
- College degree (Bachelor or equivalent).
- Capacity to set correct expectations and manage issues to completion.
- Relevant Experience: 1-3 Years in a similar role
Nice to Have
- Experience in Knowledge Management, Information Architecture, or AI/Data Strategy.
- Proficiency in CRM systems (Gainsight/Salesforce) with an understanding of database structure.
- Customer-facing experience within the EdTech industry or other software companies.
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
- Learning and development resources, including professional development tools and tuition reimbursement, 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
Work Arrangement
Hybrid
Team
Structure: Digital Customer Success organization
Additional Information
- All employees must pass a background check as part of the hiring process.
- Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws.
- Any attempt to misrepresent personal or professional information will result in disqualification.
