Digital Customer Success Content Manager

Proofpoint • Washington, DC

1d

About The Position

We are seeking a highly creative, execution-oriented Digital Customer Success Content Manager to lead the creation and scaling of customer-facing content within our B2B SaaS organization. This role sits within the Digital Customer Success function and is responsible for developing, repurposing, and optimizing content that drives product adoption, feature awareness, value realization, and customer education. You will be responsible for identifying content gaps, partnering with subject matter experts (SMEs), auditing large volumes of existing materials, and transforming both net-new and existing content into scalable, multi-format digital assets. You will leverage modern generative AI tools to accelerate content discovery, transformation, and production at scale. You will act as in-house editor, ensuring customer success messages through email, community, and other channels effectively influence customer behavior to accelerate adoption, value realization, and customer retention.

Requirements

• 5+ years of experience in content creation within B2B SaaS (Customer Success, Product Marketing, Enablement, or Education preferred)
• Demonstrated ability to create content across multiple formats (video, webinar, written, slide-based, etc.)
• Experience auditing and repurposing large volumes of existing content
• Strong understanding of customer lifecycle, product adoption, and digital engagement strategies
• Proficiency with generative AI tools for content analysis and creation.
• Experience with video creation and editing tools (e.g., Camtasia, Loom, Synthesia, Descript, or similar)
• Experience with Customer Success Platforms such as Totango
• Proficiency with AI to scan, interpret, and extract insights from large documentation sets
• Strong storytelling capabilities
• Exceptional written and verbal communication skills

Responsibilities

• Content Strategy & Gap Identification
• Partner with subject matter experts (SMEs) in Customer Success, Product, Marketing, and other functions to identify content needs
• Conduct audits of existing materials (knowledge base articles, webinars, presentations, enablement assets, product documentation, etc.) to:
• Identify reusable source material
• Surface gaps requiring net-new content
• Recommend format conversions to maximize impact
• Develop structured content plans aligned to adoption goals, feature launches, and customer journey milestones.
• Net New Contect Creation
• Create high-quality, customer-facing content including:
• Webinars (live and on-demand)
• Short-form product videos
• Feature spotlight videos
• In-app guidance content
• Enablement decks
• Customer education materials
• Own content production end-to-end, from outline and scripting to final delivery
• Interview SMEs to extract insights and translate expertise into customer-ready materials.
• Content Repurposing & Format Transformation
• Transform existing materials into new formats, including:
• Breaking full-length webinars into short-form video series
• Converting PowerPoint presentations into video-based learnings
• Extracting targeted feature content from long-form documentation
• Scan large documents (e.g., 100+ page guides) to extract relevant segments for specific features or customer segments
• Ensure content consistency, clarity, and alignment across formats
• AI-Enabled Content Production
• Leverage generative AI tools to create a content library across multiple product lines:
• Analyze and summarize large volumes of source material
• Identify relevant content sections quickly and accurately
• Draft scripts, outlines, and derivative content
• Accelerate multi-format production workflows
• Establish scalable AI-assisted workflows that enable high-volume, high-quality content creation
• Continuously evaluate and adopt emerging tools that improve content velocity and effectiveness
• Email writing and Editing
• Operate as a content consultant and editor within the Digital CS organization

Benefits

• Competitive compensation
• Comprehensive benefits
• Career success on your terms
• Flexible work environment
• Annual wellness and community outreach days
• Always on recognition for your contributions
• Global collaboration and networking opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed