Digital Customer Success & Content Strategist

Job Description

Business Title: Digital Customer Success & Content Strategist

Job Summary:

We are seeking a hybrid Digital Customer Success Program & Content Strategist to build scalable digital engagement programs and create high‑quality customer education content that powers adoption, satisfaction, and retention across our SaaS products. This role uniquely combines technical execution using Gainsight PX & Journey Orchestrator with strategic content development, enabling customers to adopt and use our platform confidently while reducing friction and supporting scalable Customer Success operations.

This is a hands‑on, execution‑driven role: you will build in‑app programs, orchestrate lifecycle journeys, draft customer‑facing content, run experiments, and deliver measurable outcomes that improve customer health at scale.

Key Responsibilities:

1. Build and Operate Digital Customer Success Programs

• Execute a prioritized backlog of digital initiatives tied to customer health, adoption, risk prevention, sentiment, and support deflection.
• Own end‑to‑end program execution including audience definition, content creation, configuration, QA, launch, measurement, and iteration.
• Maintain a consistent operating rhythm with releases, documentation, and stakeholder updates.

2. Hands-on Ownership of Gainsight PX

• Create and maintain PX segments, engagements (guides, banners, modals), and surveys (including NPS).
• Implement governance across naming standards, targeting rules, suppression logic, and version control.
• Partner with Product and Support to strengthen PX tracking, analytics, and closed‑loop workflows.
• Embrace and evolve with emerging digital tools and capabilities, actively exploring new features, best practices, and automation opportunities within Gainsight and related platforms to improve scalability and customer experience.

3. Build & Optimize Lifecycle Journeys

• Apply human‑centered design principles to create digital customer journeys, in‑app guidance, and lifecycle communications that reduce friction, reflect evolving customer expectations, and enable confident product adoption.
• Create automated journeys in Journey Orchestrator that reinforce product adoption and customer value.
• Develop and maintain reusable templates, personalization tokens, and persona‑based content variants.
• Ensure messaging meets customer‑friendly communication standards: right message, audience, and frequency.

4. Customer-Facing Content Strategy & Development

• Create high‑quality content including onboarding flows, feature explainers, tutorials, release notes, in‑app copy, and help-center articles.
• Maintain a unified editorial calendar that supports product launches, lifecycle communications, and digital CS initiatives.
• Keep content up‑to‑date with product advancements and new UX standards.

5. Collaborate with Customer Success to Drive Operational Excellence

• Convert PX signals and survey results into actionable workflows within Gainsight CS (CTAs, triage routing, follow-up).
• Standardize CTA fields, playbooks, and reporting to support consistent follow‑up across teams and products.
• Partner with CS Ops to ensure the right work lands with the right teams (Apex vs iPro).

6. Measure, Optimize, and Report Impact

• Track and report performance of digital programs using adoption lift, engagement analytics, deflection, NPS follow-up SLAs, and journey effectiveness.
• Leverage customer data, product telemetry, and engagement signals (e.g., PX analytics, surveys, funnel data) to identify trends, anticipate customer needs and risks, and trigger proactive, personalized interventions.
• Analyze help center, in-app guidance, and funnel data to accelerate customer learning and reduce friction.
• Continuously experiment, learn, and iterate on digital engagement programs by testing messaging, timing, targeting, and formats; document insights and apply learnings to improve outcomes at scale.

• Translate complex datasets into actionable insights and visualizations through dashboards, reports, and digital readouts that inform prioritization, optimize service delivery, and support data‑driven decision making across Customer Success, Product, and Support.

Required Qualifications:

Education & Experience Guidelines

• Bachelor’s Degree in relevant field
• 5-8 years of relevant work experience
• Knowledge of in-app engagement tools (PX, Pendo, Appcues).
• Experience supporting multiple products or customer segments.
• Experience in healthcare or medical software environments.
• Strong writing and editing skills; ability to simplify complex SaaS concepts.
• Experience working with CMS/knowledgebase tools.
• Strong operational judgment: targeting, suppression, QA, segmentation, measurement.
• Analytical, outcome-oriented, and comfortable defining success metrics.
• Ability to work cross-functionally with CS, Support, Product, Marketing, and UX.
• Ability to manage multiple initiatives in a fast-paced environment.
• Occasional travel may be required.

Other Preferred Knowledge, Skills, Abilities or Certifications:

• Hands-on experience with Gainsight CS.
• Hands-on experience with Gainsight PX (segments, engagements, surveys).
• Experience building automated lifecycle programs (Journey Orchestrator or equivalent platform).
• Background in Digital CS, CS Operations, Content Strategy, or Product Education.
• Familiarity with Provation Apex and customer workflows.
• Experience with instructional design or UX writing.

Fortive 9 Behaviors by Level:

Executing and Contributing

Customer Obsessed: Understands the customer’s needs through observation, questioning and going to Gemba.

Strategic: Uses data to make informed decisions while anticipating future trends and aligning actions with organizational goals.

Innovation for Impact: Proactively explores new perspectives and experiments to solve day-to-day problems.

Inspiring: Understands how their work contributes to the organization’s purpose.

Builds Extraordinary Teams: Actively fosters collaboration by contributing positively, supporting shared goals, helping others succeed, and celebrating team achievements together.

Courageous: Shows strength through action—moves quickly toward goals, embraces uncertainty, speaks up, and perseveres through challenges with confidence and integrity.

Delivers Results: Sets high standards and consistently delivers by focusing priorities and overcoming obstacles, and upholding organizational values.

Adaptable: Applies rigor by working thoroughly and following processes without cutting corners while remaining adaptable.

Lead with FBS: Goes to Gemba—observes real-world processes, not just meetings. Embraces FBS by applying its fundamentals to improve work, engage in kaizen, and continuously grow knowledge and usage.