Customer Success Content Manager, Fintech

Overview

• Develop and maintain articles, FAQs, and guides to support customers in using our products, with a focus on new features and system updates.




• Encourage customers to contribute to the community by sharing their questions, challenges, and ideas for new features.




• Serve as a community moderator, ensuring content adheres to company guidelines and policies while fostering a positive and helpful environment.




• Work closely with customers to collect feedback and ideas for new product features that can improve their experience with the CLMi product.




• Design and deliver live customer training sessions during implementations, both on-site and virtually, in collaboration with Customer Success Managers.




• Create structured training agendas and tailored learning journeys aligned to client use cases, roles, and maturity levels.




• Develop customised training materials and guides to support full-day or multi-session training workshops.




• Facilitate interactive training sessions that drive product adoption, confidence, and long-term customer success.




• Build and maintain comprehensive user guides that help both new and experienced users understand and leverage the CLMi product’s features.




• Develop training plans for super users, enabling them to get certified and gain deep knowledge of our product before its release to the wider customer base.




• Create engaging and informative training videos to explain product features and best practices.




• Contribute to the creation of certifications for CLMi users and an awards program to recognize top contributors and product advocates in the community.




• Promote the use of the CLMi knowledge base to both customers and internal stakeholders, ensuring everyone is well-informed on product functionality and updates.




• Act as a product advocate, helping users maximize the value they gain from the CLMi platform by delivering top-notch educational content and resources.

Requirements

• 2-3 years’ experience in a SaaS environment, preferably in customer success or a customer-facing role.




• Prior experience contributing to or managing a software community, including content creation and moderation.




• Understanding of product-driven environments where identifying and solving customer issues is essential.




• Outstanding written and verbal communication skills to create clear, concise, and engaging content for different audiences.




• Experience in creating training materials, including videos, guides, and user certification programs, to help customers understand complex software features.




• Ability to build strong relationships with customers and internal teams, ensuring trust, credibility, and a customer-first approach in all interactions.




• A proactive mindset, constantly seeking to tackle new challenges, identify customer needs, and provide innovative solutions.




• Excellent problem-solving and critical-thinking skills, able to filter through noise and focus on meaningful improvements.




• Ability to self-reflect, learn from challenges, and continuously improve both individual and team performance.




• Experience delivering live customer training sessions (virtual and/or on-site), including the creation of tailored agendas, training guides, and implementation-focused learning content.

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