Digital Customer Success & Content Strategist

Fortive•Minneapolis, MN

About The Position

We 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.

Requirements

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.

Nice To Haves

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.