Sr Program Manager, Customer Knowledge Base

At Vanta, our mission is to help businesses earn and prove trust. We believe that security should be monitored and verified continuously, and we empower companies to practice better security and prove it with ease. Vanta has a kind and talented team, and while some have prior security experience, many have been successful at Vanta without it. 

As the Program Manager, Knowledge Management, you will own the vision, strategy, and execution of our customer-facing Help Center, which houses 700+ articles serving thousands of users worldwide. You will act as the program lead for knowledge management, ensuring our Help Center evolves as a strategic self-service channel that reduces support volume, scales with product growth, and delivers an exceptional customer experience.

This role requires strong program management, cross-functional collaboration, and a blend of technical, editorial, and analytical expertise. You will partner with Product, Marketing, Support, and AI teams to ensure documentation quality, optimize discoverability, and establish scalable processes for long-term knowledge management.

Responsibilities

• Own the Help Center program end-to-end: define strategy, roadmap, success metrics, and continuous improvement initiatives.

• Maintain and update a public-facing Help Center with 700+ articles, ensuring relevance, accuracy, usability, and searchability.

• Partner with PMs and PMMs to plan, create, and publish new documentation aligned with product and feature releases.

• Partner with post-sale leadership to prioritize additional help center content to aid in answering common customer questions.

• Proactively identify content gaps through analytics, feedback, and search trends; implement programs to address them.

• Drive Help Center optimization to increase self-service success and reduce inbound support tickets.

• Launch and oversee initiatives to reduce missed search rates to below 5% by improving taxonomy, metadata, and content structure.

• Establish and enforce documentation standards, templates, and best practices across teams.

• Provide enablement and guidance to internal teams on effective knowledge management practices.

• Collaborate with AI/chatbot teams to enhance content discoverability, contextual responses, and automation.

• Track, report, and communicate Help Center performance and knowledge management impact to leadership.

  
  

Qualifications

• Bachelor’s degree or equivalent experience in Technical Writing, Communications, Knowledge Management, or related field.

• 5+ years of experience owning or managing large-scale, public-facing knowledge bases.

• Proven success managing content strategy and operations for a Help Center with 700+ articles.

• Proficiency with knowledge management platforms (e.g., Zendesk, Intercom, ServiceNow, Confluence, SharePoint).

• Strong program management and collaboration skills, with experience leading cross-functional initiatives.

• Analytical mindset, with expertise in leveraging data and insights to drive measurable improvements in content performance.

• Excellent writing, editing, and communication skills, with ability to simplify complex technical concepts.

• Experience applying SEO and search optimization techniques to knowledge base content.

• Working knowledge of HTML and CMS administration.

• Experience with AI tools used to streamline knowledge management processes, improve content workflows, and optimize Help Center performance.

• Self-starter mindset with the ability to independently drive projects forward in a lean environment without direct reports.

• Ability to manage multiple projects simultaneously and deliver in fast-paced environments.

What you can expect as a Vantan:

• Industry-competitive compensation

• 100% covered medical, dental, and vision benefits with dependents coverage

• 16 weeks fully-paid parental Leave for all new parents

• Health & wellness and remote workplace stipends

• Family planning benefits through Carrot Fertility

• 401(k) matching

• Flexible work hours and location

• Open PTO policy

• 11 paid holidays in the US

• Offices in SF, NYC, London, Dublin, and Sydney

To provide greater transparency to candidates, we share base pay ranges for all US-based job postings regardless of state. We set standard base pay ranges for all roles based on function, level, and country location, benchmarked against