Customer Success Enablement Specialist – Knowledge Management, AI

• Create, maintain, and continuously improve knowledge assets throughout their lifecycle
• Ensure knowledge assets remain accurate, discoverable, version controlled, and aligned with knowledge management and AI readiness standards
• Develop knowledge base articles, SOPs, workflows, playbooks, and enablement content
• Apply technical writing, information architecture, taxonomy, metadata, and content standards for human and AI use
• Partner with Product, AI, Data, Customer Success, and subject matter experts to translate product releases, process updates, and operational changes into trusted knowledge
• Use QA findings, Voice of Customer insights, search analytics, frontline feedback, and AI performance signals to identify gaps and improve content
• Create and maintain onboarding resources, reference materials, and performance support content
• Support AI-powered workflows and validate knowledge quality for conversational and agentic AI, agent assist, search, self-service, and other AI-enabled experiences
• Report to the Senior Manager, Enablement & Knowledge Systems

Requirements

• Experience in knowledge management, technical writing, enablement, or a related field within a SaaS or customer-facing organization
• Track record of creating and maintaining high quality knowledge content using platforms such as Confluence, Guru, Notion, or Helpjuice
• Knowledge of established knowledge management practices such as Knowledge-Centered Service (KCS)
• Hands-on experience administering modern help desk and knowledge base software such as Zendesk Guide, Intercom, Help Scout, or Document360
• Familiarity with HTML and CSS for custom formatting
• Basic Markdown highly preferred
• Hands-on experience with Git-based documentation workflows and Docs as Code approaches using GitHub
• Strong technical writing, information architecture, and content design skills
• Experience with taxonomy, metadata, tags, and content standards
• Technical curiosity and aptitude, including comfort with platform settings and API documentation
• Ability to create clean, annotated screenshots or GIFs
• General knowledge of coding, software design, servers, databases, networks, cloud, certificates, and middleware
• Experience owning the end-to-end documentation creation process
• Strong time-management skills and ability to provide clear status updates
• Experience preparing knowledge for AI-enabled experiences, including conversational and agentic AI, agent assist, LLM-based search, self-service, or other AI-powered knowledge systems
• Strong editorial judgment and continuous improvement mindset
• Excellent collaboration skills across Product, AI, Data, Customer Success, and subject matter experts
• Strong organization and prioritization skills

Demonstrates expertise in knowledge management and technical writing, with a strong focus on creating and maintaining high-quality knowledge content for AI-enabled experiences. Proficient in collaborating with cross-functional teams to ensure knowledge assets are accurate, discoverable, and aligned with industry standards.

Highest-signal resume keywords

• Knowledge Management
• Technical Writing
• Content Design
• AI-Enabled Knowledge Systems
• SaaS Experience

Hard Skills

• Knowledge-Centered Service (KCS)
• HTML
• CSS
• Markdown
• Git-Based Documentation Workflows
• Taxonomy
• Metadata
• Content Standards
• API Documentation
• Documentation Creation Process

Soft Skills

• Time Management
• Collaboration
• Organization
• Prioritization
• Editorial Judgment

Industry Keywords

• SaaS
• Customer-Facing Organization
• Knowledge Assets
• Onboarding Resources
• Performance Support Content

Tools & Technologies

• Confluence
• Guru
• Notion
• Helpjuice
• Zendesk Guide
• Intercom
• Help Scout
• Document360
• GitHub
• AI-Powered Workflows