Director of Knowledge Management

Ashby

. Lead Knowledge Managers and expand the team into Digital Support experience and content localization .

Posted 10/30/2026full-timeRemote • United States, CanadaLead💰 $160,000 - $190,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Knowledge Management and content localization, with a strong focus on AI-assisted support experiences and team leadership. Proven ability to define success measures, align cross-functional teams, and drive customer education strategies.

Highest-signal resume keywords

Knowledge Management LeadershipAI-Assisted Support Experience DesignTeam Coaching and DevelopmentContent Governance and Quality ProcessesB2B SaaS Customer Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Knowledge-Centered Service (KCS)Content Localization StrategyData Analysis for Knowledge PrioritizationSelf-Service Flow DesignContent Ownership Definition

Soft Skills

Strong Writing and Editing InstinctsCollaboration Across TeamsAdaptability in Ambiguity

Tools & Technologies

AI AssistantHelp Center ToolsContent Management Systems

Industry Keywords

B2B SaaSCustomer EducationSupport OperationsKnowledge Ecosystem

About the role

Key responsibilities & impact

Lead Knowledge Managers and expand the team into Digital Support experience and content localization
Set the vision, roadmap, standards, operating model, and success measures for Knowledge Management
Identify and sequence high-impact opportunities across the knowledge ecosystem
Define content ownership, governance, and quality processes
Champion Knowledge-Centered Service practices across Support
Coach and develop Knowledge Managers through feedback, career paths, and growth opportunities
Evolve team structure and hire and onboard new team members
Co-own the AI Assistant self-service experience with Product
Partner with Support, Support Operations, and Engineering on AI Assistant design and testing
Lead structured and generative self-service flows
Shape content structure, tagging, and governance for accurate AI Assistant answers
Build the Help Center localization strategy and drive Customer Education translation strategy
Define localization priorities, tooling, and synchronization processes
Report on knowledge health, content usage, search success, deflection, article quality, freshness, ticket volume, and handle time
Measure AI Assistant resolution performance and use feedback and trends to prioritize content
Partner with Customer Education, internal enablement, Product Marketing, and Engineering

Requirements

What you’ll need

Multiple years of experience leading knowledge management or content programs, ideally in B2B SaaS Support or Customer Experience
Experience managing a team of content or knowledge professionals, including coaching people at different levels of experience
Ability to align Support, Product, Marketing, Engineering, and enablement teams around clear ownership and shared standards
Experience designing or operating self-service or AI-assisted support experiences, including structured and generative flows
Experience defining success measures for knowledge and using data to prioritize and make tradeoffs
Comfort working in ambiguity as the function’s first dedicated leader
Strong writing and editing instincts
Experience with KCS or comparable methodologies
Prior experience leading a knowledge program for a B2B SaaS product

Benefits

Comp & perks

10-year exercise window for stock options
Unlimited PTO with four weeks recommended per year
Twelve weeks of fully paid family leave in the US
$1,200 annual learning and professional-development budget
One-time $2,000 home-office setup budget
Company-provided laptop
Extended health benefits for you and your dependents, subject to availability with the Employer of Record
Annual company offsite, team offsites, local meetups, and virtual events
Statutory benefits for international employees
Employer-paid supplemental health coverage where available