Knowledge Manager - Customer Success

Human Interest is on a mission to ensure that people in all lines of work have access to retirement benefits. More than half of all working Americans are not saving enough for their future. Too often, it’s because they are employed by a company that doesn’t offer a retirement plan. Human Interest is changing that by making it affordable and accessible for small and medium-sized businesses to offer employees a path to financial independence through retirement savings. We’re a high-growth fintech company changing the retirement industry. We are backed by a number of investors. This includes funding from Marshall Wace and Baillie Gifford, as well as top investors such as BlackRock , TPG (The Rise Fund) , SoftBank, Glynn Capital , NewView Capital, USVP, Wing, Uncork, and more. About the role As Human Interest continues to grow, we’re looking for a sharp, organized, and highly collaborative Knowledge Manager . This role exists to serve as the architect of our internal knowledge bases, ensuring that our Customer Success (CS) and Client Account Management (CAM) teams have the accurate, "single source of truth" information they need to provide world-class service. You’ll be responsible for the accuracy and upkeep of our Salesforce Knowledge base, transforming dense, complex product updates and technical processes into clear, actionable Standard Operating Procedures (SOPs). This isn't just about documentation; it’s about breaking down barriers to information. By working cross-functionally with Product, Enablement, and various stakeholder teams, you will investigate new features and troubleshoot ambiguous workflows to create a seamless roadmap for our associates. You'll also partner closely with Product and Product Marketing to translate upcoming features into ready-to-use guides while proactively feeding frontline insights back to Product teams to help refine the user experience. We’re looking for a skilled communicator who can break down complex concepts into simple, accessible language that helps our team provide fast and accurate support. You’ll need to thrive in our high-velocity environment—moving at 24,791 mph—where you’ll default to action to keep our resources as agile as our platform. Your work will directly empower our frontline teams, ultimately driving Human Interest’s mission to ensure a secure retirement is accessible to everyone. This role reports to the Manager, CSO Revenue Programs. What you get to do every day Knowledge Management Documentation Excellence Own the single source of truth: Lead the end-to-end management of Salesforce Knowledge, ensuring all articles for our Customer Success and Client Account Management teams are meticulously organized, accurate, and easy to navigate. Translate complexity with precision: Distill dense product updates, technical workflows, and policy changes into clear, accessible, and actionable Standard Operating Procedures (SOPs). You’ll ensure that even the most complex processes are broken down into simple steps that empower our frontline teams. Standardize high-quality content: Execute all documentation tasks with an unwavering commitment to detail, resulting in high-quality internal resources with zero tolerance for errors in spelling, grammar, or communication. Drive proactive content strategy: Regularly audit the existing knowledge base to retire outdated information and identify content gaps, ensuring our resources remain as agile and current as our technology. Deepen industry expertise: Leverage and expand your specialized 401(k) and retirement services knowledge to ensure all documentation reflects current regulatory standards, plan administration nuances, and industry best practices. Cross-Functional Collaboration Problem Solving Drive stakeholder alignment: Partner strategically with CS and CAM leadership to capture and codify their preferred workflows. You’ll act as a bridge, ensuring that the documentation you create perfectly aligns with leaders ... (truncated, view full listing at source)