Digital Customer Success & Content Strategist Provation Remote, United States

Remote## Digital Customer Success & Content StrategistRemote, United StatesWe are seeking a hybrid Digital Customer Success Program & Content Strategist to **build scalable digital engagement programs** and **create high****quality customer education content** that powers adoption, satisfaction, and retention across our SaaS products. This role uniquely combines **technical execution using Gainsight PX & Journey Orchestrator** with **strategic content development**, enabling customers to adopt and use our platform confidently while reducing friction and supporting scalable Customer Success operations.This is a hands‐on, execution‐driven role: you will build in‐app programs, orchestrate lifecycle journeys, draft customer‐facing content, run experiments, and deliver measurable outcomes that improve customer health at scale.* Create and maintain PX **segments, engagements (guides, banners, modals), and surveys** (including NPS).* Implement governance across naming standards, targeting rules, suppression logic, and version control.* Partner with Product and Support to strengthen PX tracking, analytics, and closed‐loop workflows.* Embrace and evolve with emerging digital tools and capabilities, actively exploring new features, best practices, and automation opportunities within Gainsight and related platforms to improve scalability and customer experience.* Apply human‐centered design principles to create digital customer journeys, in‐app guidance, and lifecycle communications that reduce friction, reflect evolving customer expectations, and enable confident product adoption.* Create automated journeys in **Journey Orchestrator** that reinforce product adoption and customer value.* Develop and maintain reusable templates, personalization tokens, and persona‐based content variants.* Ensure messaging meets customer‐friendly communication standards: right message, audience, and frequency.* Bachelor’s Degree in relevant field* 5-8 years of relevant work experience* Knowledge of in-app engagement tools (PX, Pendo, Appcues).* Experience supporting multiple products or customer segments.* Experience in healthcare or medical software environments.* Strong writing and editing skills; ability to simplify complex SaaS concepts.* Experience working with CMS/knowledgebase tools.* Strong operational judgment: targeting, suppression, QA, segmentation, measurement.* Analytical, outcome-oriented, and comfortable defining success metrics.* Ability to work cross-functionally with CS, Support, Product, Marketing, and UX.* Ability to manage multiple initiatives in a fast-paced environment.* Occasional travel may be required.* Hands-on experience with **Gainsight CS**.* Hands-on experience with **Gainsight PX** (segments, engagements, surveys).* Experience building automated lifecycle programs (Journey Orchestrator or equivalent platform).* Background in Digital CS, CS Operations, Content Strategy, or Product Education.* Familiarity with Provation Apex and customer workflows.* Experience with instructional design or UX writing.**Lead with FBS**: **Goes to Gemba**—observes real-world processes, not just meetings. **Embraces FBS** by applying its fundamentals to improve work, engage in kaizen, and continuously grow knowledge and usage. #J-18808-Ljbffr