Senior Content Manager, Cx Programs

2 weeks ago

Dublin, Dublin City, Ireland Zendesk Full time

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Senior Content Manager, CX Programs, Dublin
Location: Dublin, Ireland
Job Category: Other
EU work permit required: Yes
Job Reference: 7d840777fb6b
Job Views: 3
Posted: 23.07.2025
Expiry Date: 06.09.2025
Job Description
We are seeking an experienced and strategic Content Program Manager to join our Digital Programs and Customer Success team.
This role specializes in designing, developing, managing, and delivering impactful content focused on product knowledge, value realization, and customer engagement tailored for Customer Success Managers.
This content supports CSMs' engagement with customers, driving adoption, expansion, and retention, and is also used in digital campaigns and newsletters.
Key Responsibilities
Own end-to-end content strategy for product and value enablement targeted at CSMs and customer-facing teams.
Collaborate with Product Management, Marketing, and Customer Success teams to curate accurate, current, and compelling product content aligned with customer journeys and success metrics.
Ensure content is scalable, accessible, and optimized for digital distribution channels and cross-functional teams.
Partner with CX Strategy & Operations on automation and tooling, specifically Seismic and Gainsight integration, to build a best-in-class content experience.
Measure content effectiveness and make data-driven recommendations for continuous improvement based on analytics and feedback from CSMs and customers.
Enable training and enablement sessions for CSMs on new content offerings and customer engagement best practices.
Maintain alignment with corporate branding, messaging frameworks, and compliance standards across all content.
Support leadership with strategic insights to inform product positioning and go-to-market strategies based on customer success trends and competitive intelligence.
Oversee localization and regional market alignment to maximize global impact where applicable.
Requirements
5+ years experience in program or content management, preferably in customer success, product marketing, or digital engagement functions.
Proven ability to create, manage, and deliver customer-facing content that drives adoption and value realization.
Strong project management skills with a successful track record managing cross-functional content programs.
Excellent written and verbal communication skills, capable of translating complex product information into clear, engaging narratives for CSMs and customers.
Strategic, customer-centric mindset with the ability to balance detail orientation with big-picture goals.
Experience with CX/CS/Content tools such as Seismic, Gainsight, Salesforce, Zendesk, Gong is desirable.
Ability to thrive in a fast-paced, collaborative environment focused on continuous innovation and improvement.
This role is hybrid, requiring attendance at the local office part of the week, with specific in-office schedule to be determined by the hiring manager.
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