Customer Success Content & Training Lead

• 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.

ATS Optimization Keywords
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Hard Skills

• content creation
• training material development
• customer training
• user certification programs
• video creation
• community moderation
• feedback collection
• product advocacy
• user guide development
• SaaS experience

Soft Skills

• written communication
• verbal communication
• relationship building
• problem-solving
• critical thinking
• proactive mindset
• self-reflection
• continuous improvement
• customer-first approach
• interpersonal skills