Customer Success Digital Content Specialist

Are you passionate about creating impactful digital learning experiences? As a Training Materials Content Specialist, you’ll play a strategic role in driving customer engagement and product adoption by curating, creating, packaging, and publishing content for digital, scale, and self-service channels. You’ll collaborate with Customer Success Managers (CSMs), Product, Product Marketing, Support, Enablement, Training, Education, and other teams to deliver high-quality, accessible learning solutions.

About the Role

In the role of Customer Success Digital Content Specialist, you will:

• Curate, adapt, create, package, and publish content in multiple formats (videos, scripts, guides, e-learning, presentations, ) for training, digital engagement and self-service use.

• Partner with CSMs, Product, Product Marketing, Support, Enablement, Training, Education, and other teams to identify learning needs and ensure content relevance.

• Leverage AI, automation, and analytics to scale content creation, personalise learning experiences, and drive continuous improvement.

• Track KPIs such as content completion rates and engagement metrics to measure and optimize training and engagement effectiveness.

• Lead and coordinate digital and training content development projects and tasks, managing timelines, resources, and stakeholder communications.

• Co-develop standards and measurement tools to assess and maintain the quality of content.

• Ensure content is accessible, accurate, and up to date, reflecting the latest product features and customer needs.

About You
You are a fit for the role of Customer Success Digital Content Specialist if you have:

• Bachelor’s degree in English, Journalism, Marketing, Technical Communications, Education Technology, Business, Graphic Design, UX/UI or equivalent experience.

• Recognised certificate or coursework in Instructional Design is an asset.

• Experience and familiarity with content creation, management, collaboration, video editing and product adoption tools (e.g., Teams, SharePoint, Camtasia, Adobe Creative Suite, Articulate 360, Kaltura, Vidyard, Pendo, iMovie, Figma, Power Automate or similar platforms)

• Strong written and verbal communication skills, including the ability to write effective instructional text and audio/video scripts.

• Creative thinker, open to change, and quick learner when facing new challenges.

• Strong attention to detail and proven project management and organisational skills.

• Ability to work autonomously and collaboratively, prioritising tasks and meeting deadlines.

• Experience or background creating content for corporate SaaS B2B software, preferably for professionals such as legal or tax professionals, is a plus.

• Product knowledge of Cocounsel, Westlaw, Practical Law, Checkpoint, Clear or other Thomson Reuters products is highly desirable.

• Writing samples

Why Join Us?

• Be part of a forward-thinking team driving digital transformation in customer success.

• Influence how thousands of customers learn and engage with our products.

• Opportunity to innovate with AI, automation, and analytics in content creation.

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What’s in it For You?

• Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) for our office-based roles while delivering a seamless experience that is digitally and physically connected.

• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.

• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.

• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental,