Customer Experience Knowledge Manager

Summary

Join Abnormal Security as the Customer Experience Knowledge Manager and play a critical role in empowering customers through self-service resources. You will own the development and governance of customer-facing training materials and the knowledge base, ensuring accuracy, organization, and usability. Accountability for the "Abnormal Academy" virtual learning platform is key. Collaboration with Product, Customer Success, and IT teams is essential to advocate for documentation needs and continuous improvement. You will manage the content repository, establishing best practices for review cycles and updates. Leverage customer feedback and data insights to ensure materials are impactful and relevant. Support the Customer Success team by providing them with the necessary knowledge and tools for exceptional customer experiences.

Requirements

• Proven experience creating and managing customer-facing content, including training programs, knowledge articles, FAQs, and guides in collaboration with SMEs and Technical Writers
• Strong understanding of the customer lifecycle and the role of Customer Success in delivering value at each stage
• Exceptional writing, communication, and presentation skills, with the ability to engage technical and non-technical stakeholders effectively
• Highly organized, proactive, and detail-oriented, with the ability to manage multiple priorities in a dynamic environment
• Proficiency in tools such as: Program Management Tools: Asana or similar, Learning Management Systems (LMS): WorkRamp or similar, Knowledge Management Platforms: Salesforce Knowledge or similar
• Strong analytical skills, with experience using metrics and feedback to drive continuous improvement
• Strong collaborator, influencer and problem solver
• 5+ years of experience in knowledge management, content management, training, enablement, or a related field

Responsibilities

• Design, create, and maintain customer-facing resources, including e-learning modules for Abnormal Academy, FAQs, user guides, and knowledge base articles
• Partner with SMEs, Technical Writers, and the Product Team to ensure materials are accurate, engaging, and customer-centric
• Continuously update and organize the knowledge base to facilitate quick and easy access for customers
• Leverage program management tools (e.g., Asana) to plan and execute initiatives efficiently
• Implement and enforce best practices for repository management, including content review cycles, stale material archiving, and version control
• Ensure all resources adhere to brand standards and maintain high levels of accuracy and quality
• Use data analytics to track resource engagement, self-service resolution rates, and content performance
• Identify content gaps and prioritize development efforts based on customer needs and feedback
• Support the CS team by developing training materials that enhance their ability to assist customers effectively

Preferred Qualifications

Cybersecurity and instructional design experience

Benefits

• Bonus
• Restricted stock units (RSUs)
• Benefits
• Base salary range: $102,000 — $120,000 USD