Content Implementation Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take full ownership of the complete development of Gainsight CSP playbooks, from gathering requirements to configuration, testing, and launch.

• Create and uphold human handoff alerting logic in collaboration with RevOps.

• Set and maintain quality standards for builds, including naming conventions, documentation, QA/testing protocols, and version control.

• Track and provide updates on live playbooks and alerts.

• Detect and address breakage, logic drift, or data issues before they affect customers.

• Collaborate with Lifecycle and RevOps on data architecture and system dependencies, encompassing CRM, health score inputs, and product usage data.

• Develop and sustain internal documentation detailing playbook logic, ownership, and change history.

• Assess the playbook portfolio for redundancy, performance, consolidation, and optimization opportunities.

• Act as the Gainsight subject matter expert for customer marketing regarding lifecycle marketing and customer success stakeholders.

⛳️ Requirements

• A minimum of 5 years of hands-on experience in creating and maintaining playbooks, rules, and workflows within Gainsight CSP (required).

• Proven experience in designing alerting or handoff logic between marketing/lifecycle systems and human teams (Customer Success, Sales, RevOps).

• A strong systems-thinking mindset with experience in building for scalability.

• Experience collaborating with RevOps or Customer Success Operations on shared data models, CRM integrations, and inter-system dependencies.

• A meticulous approach to QA and documentation.

• Familiarity with customer health scoring, lifecycle segmentation, or adoption frameworks is strongly preferred.

• Proficient analytical troubleshooting skills and the capability to convey root causes to non-technical stakeholders.

• Exceptional cross-functional communication and project management abilities.

• Capacity to handle multiple concurrent build requests and competing priorities.

• B2B SaaS experience is preferred.

• Relevant background in customer marketing, customer success, or RevOps.

🏝️ Benefits

• A generous commission structure with unlimited earning potential.

• Equity opportunities.

• Reasonable accommodations for qualified employees with protected disabilities, as mandated by applicable laws.

• Commitment to equal employment opportunity.