Knowledge Strategist- Customer Success

Knowledge Strategist- Customer Success At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome. And that's where you come in: We are looking for a Digital Knowledge Master who is equal parts architect, ambassador, and futurist. This role is the structural backbone of our Digital Customer Success organization—and the key to our future AI strategy. You will be the primary advocate for the Digital CS organization across the business, responsible for creating order out of chaos. But you aren't just building a library for people; you are building the brain for our future AI. You will structure our knowledge base to ensure it is ready for Agentic AI ingestion, ensuring that as we move into the new age of automation, our data is clean, structured, and machine-readable. What you will be doing: - Spearhead the "AI Readiness" of our knowledge base, ensuring that data structures, tagging, and taxonomy are optimized not just for human search, but for retrieval by Large Language Models (LLMs) and future Agentic AI tools. - Serve as the "Voice of Digital CS" in cross-functional meetings, advocating for knowledge governance that supports both our current team and our future AI strategy. - Build and maintain the "Digital Toolkit Library," acting as the strict guardian of our content structure to ensure zero clutter and maximum findability for humans and agents alike. - Partner with Product and AI teams to define the metadata and structural standards required to train our internal AI agents on customer success best practices. - Influence stakeholders in Product, Sales, and Finance to align on standard operating procedures, ensuring that the inputs our team receives are accurate, structured, and "AI-ready." - Translate complex internal changes into clear, structured updates for the CS team, ensuring everyone is singing from the same song sheet. - Identify opportunities for process improvement and lead the change management required to get other departments to adopt workflows that support cleaner data capture. - Audit existing workflows to remove technical debt, serving as the project manager for operational cleanup initiatives that prepare us for automation. Here is what you will need to know/have: Successful candidates will have the following education, experience, and skills: - Hyper-organized "Knowledge Engineering" mindset: You love structure, checklists, and taxonomy. You understand that how data is stored is just as important as the data itself. - Interest in AI & Automation: You understand the basics of how AI agents retrieve information (RAG) and why structured data matters for the future of tech. - Exceptional Interpersonal & Influence Skills: You can navigate complex internal politics and negotiate processes that protect our team's capacity. - Strong Communication: You can synthesize complex information into simple, structured communications. - Change Management: Experience in rolling out new processes and getting buy-in from diverse teams. - College degree (Bachelor or equivalent). - Capacity to set correct expectations and manage issues to completion. - Relevant Experience: 1-3 Years in a similar role Desired Experience, but not required - Experience in Knowledge Management, Information Architecture, or AI/Data Strategy. - Proficiency in CRM systems (Gainsight/Salesforce) with an understanding of database structure. - Customer-facing experience within the EdTech industry or other software companies. Get in on all the awesome at Instructure! We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of w ... (truncated, view full listing at source)