Original listing text, shown exactly as published by the company.
What You Will Do
- Own the playbook operating model end-to-end: structure templates, authoring guide, editorial process, approval workflow, version control, and documentation tooling standard for all CS collateral
- Manage the hybrid authorship model — determine which playbooks are authored in-house, led by SMEs, or co-authored based on subject-matter depth and capacity
- Map the CS playbook library to customer journey milestones so field assets are organized by stage (onboarding through renewal), with CSM and Professional Services Consulting playbooks as the near-term priority
- Run the recurring review cycle and field feedback loop — every asset has an accountable SME, a review cadence, and a visible path for the field to flag gaps
- Identify process inefficiencies across the CS motion, diagnose friction and rework, and bring a clear POV on what should change — escalating to CS leadership with a recommended path forward
- In the first 90 days: audit existing documentation, establish a cleanup and consolidation baseline, and publish the documentation tooling standard
What You Will Bring to the Role
- Deep delivery credibility — your standards need to land with TAMs, CSMs, and consultants, not just leadership
- Strong editorial instincts with the ability to challenge a draft and send it back without losing the author or the relationship
- Confidence challenging leadership when standards aren't upheld or processes create avoidable friction — with the diplomacy and data to back it up
- Experience building or materially improving a standards, playbook, or knowledge management system in a CS or professional services environment
- Proven ability to govern quality across contributors you don't directly manage, with comfort making judgment calls on hybrid authorship and balancing cycle load against content depth
- A bias toward simplification, familiarity with documentation tooling tradeoffs, and strong cross-functional collaboration skills across CS leadership, GTM Strategy & Ops, and Field Productivity
Must Haves
- Hands-on experience building or significantly improving a playbook, standards, or knowledge management system in a CS or professional services org
- Proven track record governing content quality across contributors you do not directly manage
- Experience working within or documenting a multi-stage customer journey in SaaS or enterprise software
- Ability to push back on stakeholders and leadership with data and a constructive recommended path forward
- Comfort operating in a hybrid authorship model - coordinating SMEs while retaining editorial ownership
Nice to Haves
- Prior player-coach or standards-ownership experience in enterprise software, SaaS, or professional services
- Experience with governance and adherence reporting frameworks for content or process compliance
- Experience coordinating a distributed regional review network across time zones and cultures
- Experience designing playbook libraries organized around customer lifecycle stages rather than functional silos
- Experience presenting process improvement recommendations to stakeholders, including changing established ways of working
This role is an existing vacancy
#LI-AL1 #LI-Remote
What We Have to Offer
Compensation
We offer competitive, fair, and transparent compensation. Salary ranges are location-based, with Standard and Major markets (global tech hubs) reflecting local competition.
The Annual Total Target Cash (base salary + 100% variable target, where applicable) shown below spans from the minimum in a Standard market to the maximum in a Major market. Final offers depend on skills, experience, and location, and we typically hire in the first half of the range to allow room for growth:
- Canada: C$147,800 to C$243,200
- United States: $139,200.00 to $224,500.00
- United Kingdom: £87,400.00 to £143,800.00
- Singapore: S$172,900.00 to S$259,400.00
If you’re based elsewhere, you’ll be hired via Remote.com (our global employer partner), and your Talent Acquisition Partner will provide a personalized Total Rewards Calculator after your first interview.
Equity: We also offer equity (where applicable) through our Virtual Stock Option Plan (VSOP).
