Senior Content Manager, CX Programs

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 [email protected] with your specific accommodation request.