Principal Customer Success Communications and Content Manager

Summary

We are seeking a strategic and creative Principal Customer Success Communications and Content Manager to lead the development and execution of content and communication strategies critical to our scaled customer success model. This role will be essential to building efficient automated programs that empower Customer Success Managers (CSMs) to focus on high-impact initiativesenabling our team to scale without increasing headcount.
You will collaborate cross-functionally to ensure that our digital engagement effortsemails webinars digital business reviews peer groups community content aligned with the customer journey and deliver measurable value to our customers.
Whatyou will do

• Design and manage content for digital customer success programs (email campaigns webinars community posts digital learning) in lock step with our marketing team.
• Create and maintain a content calendar aligned with the customer lifecycle and product adoption goals.
• Develop messaging frameworks that reflect the voice of the customer and the value of our products in partnership with our communications team.
• Build content that supports automation and digital engagement reducing the need for manual CSM outreach.
• Help CSMs take on more strategic initiatives by offloading routine communications to scalable automated programs.
• Continuously iterate on content based on performance data to improve outcomes such as churn reduction retention and NPS.
• Partner with Marketing and Product Marketing to ensure consistency in messaging and branding.
• Work closely with Customer Support Sales and Onboarding to ensure content supports the full customer journey.
• Collaborate with the Sr Manager Customer Success Operations and Business Intelligence to align content with Gainsight-powered automation and segmentation strategies.
• Identify key moments in the customer journey where content can drive engagement adoption and retention.
• Tailor content to different customer segments based on product usage data and business needs.
• Support the growth and engagement of CS-specific pages of the customer community platform.
• Develop content and programming for peer groups and customer-led learning initiatives.
• Track performance of content initiatives using Gainsight and other analytics tools.
• Continuously test and refine content based on engagement metrics and customer feedback.

• Travel typically less than 10%. Office environment. No special physical demands required

• 10 years of experience in content strategy customer communications or customer marketing preferably in a SaaS or tech-enabled services environment
• Experience supporting scaled customer success programs and digital engagement strategies
• Proven experience working cross functionally creating and implementing tools for the customer success team
• Strong writing editing and storytelling skills with the ability to adapt tone and style for different audiences
• Proven ability to collaborate across departments and influence without authority
• Experience working in a fast-paced evolving organization with a customer-first mindset

• Higher educationdegree or global equivalent
• Familiarity with Gainsight or similar customer success platforms
• Experience using a CRM and/or Customer Success platform

• A great place to work with fantastic people.
• A career in the healthcare technology industry with the ability to grow and realize your full potential.
• Competitive compensation.
• Excellent benefits package!Medical Dental and Vision Coverage 401K Plan with Company Match Paid Time Off (PTO) Paid ParentalLeave Short Term Disability Work Life Assistance Program Health Savings and Flexible Spending Accounts Sick Leave (if applicable) Income Protection Education Benefits Worldwide Scholarship Program Volunteer Opportunities and more.

About Henry Schein One

Henry Schein Oneis the global leader in dental management analytics communication and marketing software. Our companys products and services work together as one simple solution to provide users with a seamless and integrated experience.

Our company thrives because of our people. We believe in supportive diverse and inclusive workforce inclusive environments professional development opportunities and competitive compensation packages. We value innovation teamwork and encourage work-life balance.

One of many reasons why Henry Schein One (HS1) leads the industry is because of our products services and most importantly our 2022 HS1 was awarded one of the top places to work for in Utah. To learn more click here: 2022 Best Companies To Work For Henry Schein One