Our Customer Success team is growing at Vitally!

We’re looking for a Knowledge & Automations Manager who’s ready to build, standardize, and scale all customer-facing and internal documentation at Vitally. This person will own the creation of new documentation across support, onboarding, and strategic use cases, partnering closely with GTM teams and Product to ensure every customer has clear, helpful, and accurate guidance throughout their journey.

This is a new, cross-functional role that sits at the intersection of content strategy, AI performance, and operational scale. You'll be the person who makes sure that when a customer asks Viv a question — or a CSM looks up an answer in Glean — they get something accurate, clear, and useful. Today, Viv resolves 65%+ of customer inquiries. Your work will extend that across onboarding, strategic questions, and internal workflows.

Unlike a traditional documentation role, this isn't about maintaining a help center. It's about building and operating a living knowledge system that serves multiple teams and powers AI performance across the business. You'll define the standards, build the infrastructure, and close the feedback loop between how knowledge is created and how it gets used

If you’re excited to build from the ground up and have a big impact on scale, efficiency, and customer experience — this is your role.

Role Responsibilities:

Internal Knowledge Systems

• Audit, organize, and elevate existing internal documentation so GTM teams have a reliable, accurate source of truth they can actually use
• Define documentation standards, templates, and ownership models
• Build and maintain the processes by which knowledge gets created, reviewed, updated, and retired — so nothing goes stale and nothing falls through the cracks
• Serve as the bridge between Product & Engineering and GTM teams, translating feature releases and technical changes into clear documentation before anything reaches a customer

AI Enablement

• Own the knowledge base that powers Viv (Intercom's Fin), our AI customer chatbot — ensuring documentation is well-structured for accurate AI responses
• Partner with the Support team to maintain Viv's documentation, owning larger documentation initiatives while enabling the team to handle smaller, ongoing updates
• Identify gaps in Viv's coverage and create new content to extend its effectiveness
• Monitor AI performance signals — deflection rates, low-confidence responses, failure patterns — and iterate to improve
• Help GTM teams adopt and get value from Glean and other AI-powered tools by ensuring the underlying knowledge is clean, current, and well-organized

Cross-Functional Process & Automation

• Build scalable workflows and automations that reduce manual effort around knowledge creation and maintenance
• Establish a feedback loop so frontline teams can easily surface documentation gaps and get them addressed quickly
• Use support ticket trends, AI performance data, and team input to proactively find and close content holes
• Partner with Ops and team leads to set up knowledge frameworks that each team can own going forward
• Measure what matters: self-serve success rates, AI performance, internal tool adoption, and time-to-answer

About You:

You think in systems. You're not satisfied with a well-written document that nobody finds or a process that breaks when one person leaves. You care about how knowledge flows — how it gets created, surfaces in the right place, stays accurate, and actually gets used.

You're comfortable wrangling information from teams who are busy and not always aligned. You know how to ask the right questions, distill the answers into something useful, and build structures that make it easier for everyone next time. You're a strong writer, but writing is just one part of what you do — the bigger part is building the systems around it.

You're energized by ambiguity. This role is new not just at Vitally, but in the industry. You'll have real freedom to define how it grows, and you'll be expected to use it.

You'll thrive here if you have:

• 3+ years in documentation, knowledge management, technical writing, or operations within a SaaS environment
• Demonstrated experience building and owning workflows, processes, and automations — not just contributing to them
• Experience with AI/LLM-based tools (chatbots, AI agents, knowledge-powered tools) and a track record of improving their performance through better documentation
• Comfort with technical concepts: APIs, data models, integrations — you don't need to build them, but you need to understand and explain them
• Strong instincts around data: you use AI performance metrics, ticket trends, and usage analytics to prioritize your work
• Experience working across multiple teams and stakeholders, influencing without authority
• Familiarity with tools like Intercom, Glean, Zendesk, or similar knowledge base and ticketing platforms

Bonus:

• Experience with Vitally or another Customer Success platform
• Background in GTM operations or revenue enablement

Benefits & Culture:

• Salary: $100,000-$120,000 USD
• Equity: We want every team member invested in the company’s success and are happy to be generous with equity.
• Benefits include:
  • Private healthcare for you, your partner, and dependents
  • Unlimited PTO with a required minimum (please rest!)
  • Flexible work hours and WFH policy
  • Education stipend
• Culture: We are committed to a productive and respectful work environment. Culturally, the team is extremely friendly, fun, hard-working, intelligent, and mature. That said, while we're young and scrappy as a team, we don't believe in building a startup cult. We like each other, we support each other, we're a focused team that busts our asses at work, and we enjoy hanging out from time to time-- but we enjoy having our own lives outside of Vitally.
• Career path: Not only will you learn a ton in this role, but since we're a small team, there will be plenty of promotion and growth opportunities ahead. Our CS team is growing fast; you will have direct influence on how we move forward.