Digital Content Strategy Manager

As the Product Education Digital Content Strategy Manager, you will play a strategic leadership role in shaping and implementing digital content strategies that drive alignment with Salesforce and Customer Success product roadmaps while elevating digital customer onboarding and adoption experiences.

• Lead cross-functional collaboration with collaborators, instructional designers, writers, creatives, and other key partners to prioritize and develop comprehensive digital content strategies across multiple channels, prioritizing engagement, impact, and business value.
• Orchestrate program discovery sessions with key collaborators to develop content strategies rooted in a customer-first approach, ensuring alignment with overarching business objectives.
• Collaborate with collaborators, Subject Matter Experts (SMEs), and Content Developers to curate onboarding and adoption experiences tailored specifically for Success Plan customers, demonstrating insights and feedback.
• Lead all aspects of end-to-end management of content development projects, from ideation to execution, ensuring seamless integration with Salesforce product/technology complexities.
• Provide strategic oversight on existing content, evaluating alignment with the "right content at the right time" approach, identifying gaps, and championing initiatives to bridge those gaps in alignment with customer journeys.
• Offer strategic guidance and support in writing and copy review processes, ensuring consistency in voice, tone, and accuracy across all content assets.
• Lead efforts to refine and refresh existing content, collaborating closely with the publishing team to streamline inventory, organization, and publication processes using content management systems/tools.
• Leverage content analytics insights to drive data-informed decisions, continuously optimizing content strategies to enhance customer impact.
• Effectively prioritize and lead commitments in a dynamic, fast-paced environment, ensuring project goals and deadlines are aligned.
• Stay abreast of digital customer success industry trends and innovations, driving thought leadership initiatives within the team and across the organization.

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• 6+ years of experience in content strategy, content development, B2B digital marketing, email marketing, creative, program management, or related fields.
• Degree or equivalent in technical communication, writing/composition, or a relevant field; advanced degree preferred. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.).
• Outstanding communication skills, both written and verbal, with the ability to influence and build consensus in sophisticated, matrixed environments.
• Demonstrated leadership capabilities, with a track record of effectively leading and mentoring strong teams.
• Strong project management skills, including the ability to supervise multiple work streams simultaneously and drive initiatives from conception to completion.
• Proficiency in developing a diverse range of content assets across digital channels, with a deep understanding of how to effectively communicate across email, landing pages, in-app, and community platforms.
• Analytical demeanor with outstanding organizational skills and a meticulous attention to detail, coupled with the ability to use data insights to drive strategic decision-making.
• Proven background in developing and implementing persona-focused and/or industry-specific campaigns, driving measurable business outcomes.
• Experience working effectively with geographically dispersed teams, fostering a collaborative and inclusive work environment.
• Self-starter mentality with the ability to work independently, prioritize optimally, and thrive in a high-pressure environment.
• Unwavering commitment to delivering exceptional customer experiences and driving customer success.
• Experience with Salesforce and/or CRM applications preferred, with a strong skills for understanding and using technology to improve content strategies.

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