NetSuite Program Manager, Customer Success Content Development

Overview

We are seeking a creative and strategic Program Manager, CS Content Development to join our Customer Success (CS) Insights Team. This role is ideal for a highly organized and goal-oriented content creator with a passion for innovation, storytelling, and visual communication.

The ideal candidate has 6 to 10+ years of experience in content creation, with expertise in graphic design, video production, and presentation development. Proficiency in Adobe Creative Cloud (specifically Photoshop, Illustrator, Premiere Pro, After Effects and InDesign) is required, along with advanced PowerPoint skills. Experience in a SaaS, Customer Success, or Sales environment is a plus.

This role requires exceptional organizational and communication skills, a customer-centric mindset, and the ability to manage multiple projects across diverse stakeholders. You will be responsible for developing engaging, high-impact content across various mediums to support key Customer Success initiatives. The ability to execute in a fast-paced environment with minimal direction is essential.

Key Responsibilities

Technical & Creative Execution: 

• Develop engaging, high-quality content— including graphic design, short and long-form videos, presentations, print material, and written content— leveraging tools like PowerPoint, Adobe Suite and other multimedia tools
• Oversee video and multimedia production efforts, collaborating with internal and external partners
• Manage digital content repositories and ensure accessibility across teams

Content Development & Messaging

• Create compelling content that effectively communicates the value of Customer Success and NetSuite
• Maintain and refine messaging frameworks to ensure consistency across all content
• Develop scalable content models that enable easy adaptation for different audiences and use cases
• Ensure all content follows brand guidelines and best practices in storytelling and engagement

Strategic & Program Management

• Develop and execute a content strategy that aligns with CS objectives and business goals
• Manage multiple end-to-end content projects simultaneously, ensuring timely delivery and high impact
• Collaborate cross-functionally with CS, Sales, and Marketing to ensure content consistency and alignment
• Track content performance using KPIs and analytics to drive continuous improvement

Stakeholder Engagement & Leadership

• Serve as a trusted advisor to internal stakeholders, guiding content development and messaging strategies
• Present content concepts and strategies to senior leadership and cross-functional teams
• Provide training, coaching, and best practices on content development to internal teams
• Adapt content strategies to evolving business needs and changing customer expectations

Qualifications

Education: Bachelor’s degree in a relevant field or equivalent experience.

Experience: 6 to 10+ years of experience in content creation, with a strong portfolio demonstrating expertise in graphic design, video production, presentations, print materials, and written content. NetSuite experience is a plus.

Skills:

• Advanced design skills with a deep proficiency in content creation and presentation tools (Adobe Creative Cloud Suite, PowerPoint, and other industry-standard software)
• Expertise in video production, including advanced video editing, motion graphics, and multimedia content creation
• Proficiency in content management systems and digital publishing platforms
• Strong storytelling abilities with a focus on brand messaging consistency
• Creation of compelling presentations, reports, and video scripts that engage and inform
• Expertise in writing, editing, and visual content creation for diverse audiences
• Development of scalable content frameworks for efficiency and reuse
• Strategic content planning aligned with business objectives and audience needs
• End-to-end program management for content initiatives, from ideation to execution
• Cross-functional collaboration with CS, Sales, and Marketing teams to align messaging
• Ability to influence and drive alignment around content strategy across teams
• Executive communication and presentation skills, with an emphasis on clarity and impact
• Strong organizational and time-management abilities to handle multiple priorities
• Self-starter mentality with the ability to execute projects independently and proactively
• Adaptability in fast-paced, ambiguous environments, managing shifting priorities effectively
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