Customer Success Enablement Specialist (Knowledge Management & AI)
Core
Create and maintain trusted, AI-ready knowledge assets (articles, SOPs, playbooks) to empower Customer Success teams and power conversational/agentic AI systems.
Role type
Knowledge Management Specialist (AI & Technical Writing)
Builds
Knowledge base articles, SOPs, workflows, playbooks, and enablement content for Customer Success teams and AI agents.
Domain
SaaS / Customer Success / AI
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Knowledge management, technical writing, information architecture, content design, Git-based documentation workflows, HTML/CSS, Markdown, API documentation reading, screenshot/GIF creation, SaaS platform administration
Preferred skills
Experience with Knowledge-Centered Service (KCS), familiarity with Zendesk Guide/Intercom/Help Scout/Document360, general knowledge of technical disciplines (coding, databases, cloud, middleware)
Technologies
Confluence, Guru, Notion, Helpjuice, Zendesk Guide, Intercom, Help Scout, Document360, GitHub, Git
Responsibilities
Own portfolio of knowledge assets from creation to maintenance; Create AI-optimized content using taxonomy and metadata; Translate product/process changes into updated knowledge; Improve content quality using QA, VoC, and AI performance signals; Support in-flow learning with onboarding resources; Partner with Product/AI/Data teams to validate knowledge for AI experiences
Seniority
Individual Contributor, mid-level specialist