Zendesk Logo

Zendesk

Senior Content Manager, CX Programs

Job Posted 18 Days Ago Reposted 18 Days Ago
In-Office or Remote
22 Locations
113K-169K Annually
Senior level
In-Office or Remote
22 Locations
113K-169K Annually
Senior level
The Senior Content Manager leads content strategy and production for customer success initiatives, ensuring effective engagement and value realization through diverse content forms.
The summary above was generated by AI
Job Description

Overview:
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.

The US annualized base salary range for this position is $113,000.00-$169,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

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.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

Top Skills

Cms
Email Campaign Software
Gainsight
Gong
Salesforce
Seismic
Webinar Tools
Zendesk

Similar Jobs

2 Hours Ago
Easy Apply
Remote or Hybrid
2 Locations
Easy Apply
Senior level
Senior level
Fintech • Mobile • Software • Financial Services
The Staff Software Engineer leads system design, implementation, and cross-team collaboration, focusing on scalable, reusable code and mentoring junior engineers.
Top Skills: KotlinKubernetesPostgresSpring
2 Hours Ago
Easy Apply
Remote or Hybrid
United States
Easy Apply
Senior level
Senior level
Fintech • Mobile • Software • Financial Services
Lead regulatory change management processes, assess regulatory impacts, maintain regulatory inventories, and develop compliance strategies within a financial institution.
Top Skills: Compliance Management SystemFederal And State RegulationsRegulatory Change ManagementRegulatory Inventory
2 Hours Ago
Easy Apply
Remote or Hybrid
2 Locations
Easy Apply
Senior level
Senior level
Fintech • Mobile • Software • Financial Services
The Senior Staff Software Engineer will lead the design and implementation of systems, mentor engineers, and work collaboratively across teams to deliver scalable solutions in a production environment.
Top Skills: KotlinKubernetesPostgresSpring

What you need to know about the Seattle Tech Scene

Home to tech titans like Microsoft and Amazon, Seattle punches far above its weight in innovation. But its surrounding mountains, sprinkled with world-famous hiking trails and climbing routes, make the city a destination for outdoorsy types as well. Established as a logging town before shifting to shipbuilding and logistics, the Emerald City is now known for its contributions to aerospace, software, biotech and cloud computing. And its status as a thriving tech ecosystem is attracting out-of-town companies looking to establish new tech and engineering hubs.

Key Facts About Seattle Tech

  • Number of Tech Workers: 287,000; 13% of overall workforce (2024 CompTIA survey)
  • Major Tech Employers: Amazon, Microsoft, Meta, Google
  • Key Industries: Artificial intelligence, cloud computing, software, biotechnology, game development
  • Funding Landscape: $3.1 billion in venture capital funding in 2024 (Pitchbook)
  • Notable Investors: Madrona, Fuse, Tola, Maveron
  • Research Centers and Universities: University of Washington, Seattle University, Seattle Pacific University, Allen Institute for Brain Science, Bill & Melinda Gates Foundation, Seattle Children’s Research Institute
By clicking Apply you agree to share your profile information with the hiring company.

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account