Remote Knowledge Systems Manager for AI-Driven Support

Vitalsource; United States; Hybrid; USD 91,000 - 97,000; Full time

Benefits offered by this job

Culture of collaboration

Competitive base salary with variable

Comprehensive benefits: medical,Vision

401K with match

Paid parental leave (12 weeks)

Tuition reimbursement

Vacation 4 weeks, sick 12 days, 11,公司H

Job summary

VitalSource is seeking a Knowledge Systems Manager to own the knowledge management practice for Customer Success Operations. You will establish governance, standards, and content structure to support AI-assisted search and accurate retrieval.

The role focuses on governance, taxonomy, and content lifecycle, with a revenue-driven approach to improve case resolution and content health. Remote capability exists by team, with a flexible hybrid setup.

Qualifications

• 5+ years in knowledge management, content strategy, or documentation, including 3+ years in customer support or service ops.
• Ownership of a knowledge program end-to-end, with governance design and measurable adoption outcomes.
• Experience embedding Knowledge-Centered Service (KCS) into a live support org.
• Experience working with CRM/ticketing data (Salesforce, Jira, Zendesk) to identify knowledge demand.

Responsibilities

• Own knowledge mgmt roadmap and operating model for Customer Success Operations.
• Ensure knowledge coverage across support case types and prioritize content by demand and seasonal cycles.
• Structure knowledge corpus for AI-assisted search and retrieval, including taxonomy and metadata.
• Design and deliver AI-assisted tooling for knowledge creation, gap detection, and contextual retrieval.
• Define a quality framework ensuring accuracy and grounding in source content.

Skills

Knowledge management

Content strategy

Governance design

KCS methodology

AI-assisted retrieval

Cross-team influence

Education

Bachelor's degree in Library and Information Science, Communications, Education, Business, or related field

Tools

Salesforce

Jira

Zendesk

Job description

VitalSource is seeking a Knowledge Systems Manager to own the knowledge management practice for Customer Success Operations. You will establish governance, standards, and content structure to support AI-assisted search and accurate retrieval.

The role focuses on governance, taxonomy, and content lifecycle, with a revenue-driven approach to improve case resolution and content health. Remote capability exists by team, with a flexible hybrid setup.