FullStory
Senior Content Specialist, Digital Customer Success
FullStory, Los Angeles, California, United States, 90079
This role can be performed anywhere within the Mountain or Pacific timezone region.
A high number of candidates may make applications for this position, so make sure to send your CV and application through as soon as possible.As a Senior Content Specialist joining our Digital Customer Success team, you will have an important role in scaling our customer success strategy.Reporting to the Head of Digital Customer Success, you will be responsible for designing and implementing success content and 1:many programs that enhance value, adoption, and encourage customer retention for our customers.To excel in this role, you will need to bring excellent written, verbal, and visual communication skills, along with exceptional attention to detail.In a typical day you might:Design, develop, and maintain high-quality success content like webinars, videos, courses, emails, and in-app workflows.Deliver 1:many and occasional 1:1 customer engagements, including webinars, office hours, workshops, strategy sessions, and more (50% of time customer-facing).Serve as a product expert with a deep understanding of FullStory and best practices in digital experience intelligence.Continuously evaluate and improve success content based on customer feedback and impact metrics.Here's what we're looking for:5+ years of experience in customer success, customer enablement, or instructional design.Experience explaining complex concepts in a clear, engaging manner to audiences of various sizes.Demonstrated proficiency in content authoring and delivery tools like Descript, Figma, Northpass, Google Suite, Zoom, Goldcast, and Notion.Project management skills with the ability to prioritize and manage commitments effectively in a fast-paced environment.Willingness to work MST or PST working hours to support APAC team.The impact you will have in 6 months :Take ownership of program content and delivery for a portfolio success programs.Establish yourself as a trusted product and content expert, within the organization and externally.The impact you will have in 12 months :Expand our success content library by developing intermediate-level content tailored by industry and persona.Operationalize and bionicize content maintenance processes.
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A high number of candidates may make applications for this position, so make sure to send your CV and application through as soon as possible.As a Senior Content Specialist joining our Digital Customer Success team, you will have an important role in scaling our customer success strategy.Reporting to the Head of Digital Customer Success, you will be responsible for designing and implementing success content and 1:many programs that enhance value, adoption, and encourage customer retention for our customers.To excel in this role, you will need to bring excellent written, verbal, and visual communication skills, along with exceptional attention to detail.In a typical day you might:Design, develop, and maintain high-quality success content like webinars, videos, courses, emails, and in-app workflows.Deliver 1:many and occasional 1:1 customer engagements, including webinars, office hours, workshops, strategy sessions, and more (50% of time customer-facing).Serve as a product expert with a deep understanding of FullStory and best practices in digital experience intelligence.Continuously evaluate and improve success content based on customer feedback and impact metrics.Here's what we're looking for:5+ years of experience in customer success, customer enablement, or instructional design.Experience explaining complex concepts in a clear, engaging manner to audiences of various sizes.Demonstrated proficiency in content authoring and delivery tools like Descript, Figma, Northpass, Google Suite, Zoom, Goldcast, and Notion.Project management skills with the ability to prioritize and manage commitments effectively in a fast-paced environment.Willingness to work MST or PST working hours to support APAC team.The impact you will have in 6 months :Take ownership of program content and delivery for a portfolio success programs.Establish yourself as a trusted product and content expert, within the organization and externally.The impact you will have in 12 months :Expand our success content library by developing intermediate-level content tailored by industry and persona.Operationalize and bionicize content maintenance processes.
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