Knowledge Systems Manager

VitalSource

. Own the knowledge management roadmap and operating model for Customer Success Operations .

Posted 11/9/2026full-timeRemote • United StatesMid-LevelSenior💰 $91,000 - $96,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Knowledge Management and Content Strategy, with a strong focus on AI-assisted retrieval and governance. Proven ability to establish standards, measure performance, and lead initiatives that enhance knowledge coverage and quality across customer support operations.

Highest-signal resume keywords

Knowledge ManagementKnowledge-Centered Service (KCS)AI-Assisted RetrievalContent StrategyGovernance Design

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Content DevelopmentTaxonomy DevelopmentContent Quality StandardsKnowledge Performance MeasurementContent Lifecycle Policy

Soft Skills

InfluenceOrganizational SkillsLeadership

Tools & Technologies

SalesforceJiraZendeskLookerAI-Assisted Tooling

Certifications & Qualifications

KCS v6 PracticesCertified Knowledge Manager

Industry Keywords

Customer Success OperationsGovernance StructureContent RemediationSupport Case TypesKnowledge Corpus

About the role

Key responsibilities & impact

Own the knowledge management roadmap and operating model for Customer Success Operations
Establish governance structure, domain ownership, review cadence, and content quality standards
Achieve and sustain knowledge coverage across support case types
Sequence content development by demand signal and case volume against the seasonal support cycle
Structure the knowledge corpus for AI-assisted search and retrieval-augmented generation (RAG)
Define taxonomy, metadata, article standards, and controlled vocabulary for accurate retrieval
Coordinate the design and delivery of AI-assisted tooling for knowledge creation, gap detection, and contextual retrieval
Recommend tooling requirements and priorities and support rollout
Design and operate the quality framework for AI-surfaced knowledge
Define evaluation of answer accuracy and grounding in source content
Route failures into content remediation
Establish content lifecycle policy and classification standards for AI retrieval and external surfacing
Apply Knowledge-Centered Service (KCS) practices and build sustainable authoring capacity across Support and Enablement
Measure and report knowledge performance, including coverage, retrieval quality, first contact closure, case deflection, and content health
Direct content investment based on performance results
Oversee contracted knowledge operations resources, setting priorities, quality expectations, and delivery milestones

Requirements

What you’ll need

5+ years in knowledge management, content strategy, or documentation practice
At least 3 years supporting a customer support or service operations function
Demonstrated ownership of a knowledge program end to end, including governance design, taxonomy development, and measurable adoption outcomes
Working command of Knowledge-Centered Service (KCS) or a comparable methodology, with practical experience embedding it into a live support organization
Experience working within CRM and ticketing platforms such as Salesforce, Jira, or Zendesk, using case and request data to identify knowledge demand
Demonstrated experience preparing or governing content for AI-assisted retrieval
Working fluency with tooling that supports AI-assisted retrieval, including connectors and knowledge sources
Knowledge of content best practices that make AI output reliable
Ability to establish governance and enforce standards across teams through influence
Ability to bring order to a large, unstructured content base
Professional certification in knowledge management, such as KCS v6 Practices or Principles, or Certified Knowledge Manager (preferred)
Experience leading an AI-assisted knowledge or content initiative end to end, from proof of concept through production rollout (preferred)
Experience building and maintaining dashboards and recurring reporting, such as Looker or comparable (preferred)
Experience directing distributed or contractor-based contributors in a delivery-oriented environment (preferred)
Bachelor's degree in Library and Information Science, Communications, Education, Business, or a related field (preferred)
Must be eligible to work in the United States; employer participates in E-Verify

Benefits

Comp & perks

Competitive base salary and a strong variable component
Medical, Vision, Dental, Life, Disability, Critical Illness, Accident, FSA, HSA, ID Protection, Pet and Legal Insurance
401K match up to 5%
12 weeks of paid parental leave
Tuition reimbursement program
4 weeks’ vacation
12 sick days
11 company holidays
3 personal days
Flexible work schedules
Remote capabilities by team
Casual dress
Fitness challenges and rewards