Senior Content Manager, Cx Programs

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Senior Content Manager, CX Programs
Postuler remote type In Office locations Lisbon, Portugal Dublin, Ireland time type Full time posted on Publié il y a 7 jour(s) job requisition id R31496
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 the design, development, management, and delivery of impactful content focused on product knowledge, value realization, and customer engagement tailored for Customer Success Managers.
This content plays a crucial role in supporting CSMs' engagements with customers, driving adoption, expansion, and retention, and is also integral to digital campaigns and newsletters.
Key Responsibilities:
Own end-to-end content strategy for product and value enablement targeted at CSMs and customer-facing teams.
Build on and improve a comprehensive content library for customer facing content, integration with playbooks and campaigns, email templates.
Collaborate closely with Product Management, Marketing and Customer Success teams to curate accurate, up-to-date, and compelling product content aligned with customer journeys and success metrics.
Manage the production and delivery of multi-format content (written, video, interactive) for use in CSM engagements, webinars, digital newsletters, and email campaigns.
Ensure content is scalable, easily accessible, and optimized for digital distribution channels and cross-functional teams.
Partner directly with CX Strategy & Operations around 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 usage analytics and feedback from CSMs and customers.
Empower training and enablement sessions for CSMs on new content offerings and best practices for customer engagement.
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 initiatives based on customer success trends and competitive intelligence.
Where applicable, oversee localization and regional market alignment to maximize the global impact of deliverables.
Requirements:
5+ years experience in program or content management, preferably within 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 track record of successfully managing cross-functional content programs.
Expertise with content development tools and digital platforms including webinar tools, video production, CMS, and email campaign software.
Excellent written and verbal communication skills, with the ability to translate complex product information into clear, engaging narratives tailored for CSMs and customers.
Strategic thinker with a customer-centric mindset and ability to balance detail orientation with big-picture goals.
Experience with CX/CS/Content tools such as Sesimic, Gainsight, Salesforce, Zendesk, Gong desirable.
Ability to thrive in a fast-paced and collaborative environment with a focus on continuous innovation and improvement.
Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week.
This role must attend our local office for part of the week.
The specific in-office schedule is to be determined by the hiring manager.
The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service.
Today we power billions of conversations with brands you know and love.
Zendesk believes in offering our people a fulfilling and inclusive experience.
Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.
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is on a mission to simplify the complexity of business and make it easy for companies and customers to create connections.
Our customer experience software unlocks the power of billions of interactions, enabling businesses to build rich, meaningful relationships with their customers.
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Our offices reflect the global cities we call home, and have spaces for collaboration, quiet, and events.
With our hybrid approach, you'll experience flexibility and connection, collaboration, and learning with your team.
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