Customer Success Strategist

📋 Description

• Own the playbook operating model end-to-end: templates, guides, workflows.
• Manage the hybrid authorship model: in-house, SME-led, or co-authored playbooks.
• Map CS playbooks to customer journey milestones; organize assets by stage.
• Run recurring review cycles with accountability and field feedback loops.
• Identify CS process inefficiencies; diagnose friction and propose changes.
• In 90 days: audit docs, set cleanup baseline, publish tooling standard.

🎯 Requirements

• Hands-on experience building or improving a CS playbook or knowledge system.
• Proven track record governing content quality across non-direct contributors.
• Experience documenting a multi-stage customer journey in SaaS/enterprise software.
• Ability to push back with data and actionable recommendations.
• Comfort coordinating SMEs in a hybrid authorship model with editorial ownership.
• Nice to have: player-coach or standards-ownership experience.

🎁 Benefits

• Remote & Flexible: work from anywhere with setup and flexible time off.
• In-person connections: annual kickoff and team offsites.
• Health & Wellbeing: healthcare, mental health support, Live Well program.
• Financial Security: retirement plans and insurance where relevant.
• Professional Growth: annual learning stipend.
• Equity: Virtual Stock Option Plan (VSOP) where applicable.