Customer Knowledge Manager

**About TSOLife** TSOLife is an AI\-powered resident insight and experience platform providing automated data collection, business intelligence, and actionable insights for the senior living industry. We leverage cutting\-edge technology to allow businesses to make data\-informed decisions and truly personalize the resident experience. **Customer Success Team** The Customer Success Department manages and facilitates customer onboarding and maintains exceptional customer engagement. The TSOLife Customer Success Department prides itself on providing a white\-glove brand experience through individualized services to senior living corporations and communities. **The Role** The Customer Knowledge Manager is responsible for developing and maintaining customer\-facing educational content that supports product adoption, onboarding, and ongoing user success. This role ensures our help center, tutorials, guides, and training materials are clear, consistent, and aligned with product updates and company messaging. The position works cross\-functionally with Product, Customer Success, and Marketing to maintain a scalable knowledge base and support both customer\-facing and internal enablement initiatives. **Position Type** Fulltime, Salary **Location** Remote **Reports to:** Vice President of Operations **What You'll Do** Build and Own the Knowledge Base * Develop and maintain self\-service knowledge resources, including help center articles, FAQs, product guides, onboarding materials, and in\-app tutorials. * Keep the knowledge base organized, easily searchable, and continuously updated with the latest product changes, revising or retiring outdated content. * Establish the content structure, templates, and review cadence that keep resources accurate and consistent as the platform grows. Make Complex Products Simple * Translate complex product features and technical information into clear, user\-friendly educational content for users with a wide range of technical comfort, from community staff to corporate executives. * Maintain consistency in tone, terminology, and visual style across all customer\-facing resources, aligned with product updates and company messaging. Support Launches and Adoption * Partner with Product, Marketing, and Customer Success to support new product launches with instructional content and walkthroughs, delivered in step with each release. * Equip the Customer Success team with resources they can share with customers at each stage of onboarding and adoption. Turn Customer Signals into Content * Stay informed about customer support trends and feedback to proactively address emerging knowledge gaps. * Use help center analytics, search behavior, and support ticket themes to measure content effectiveness and prioritize improvements. Scale Customer Education * Identify opportunities for improved content delivery formats, such as video and interactive walkthroughs, and bring the most effective ones to life. * Contribut