Content Specialist, Customer Lifecycle Marketing

About the Role

Key Responsibilities

• Define the content needed to support lifecycle journeys by persona, solution, and stage.
• Develop high-quality content that empowers customers across touch points, including email, in-product, digital, social, and community.
• Leverage AI and modular content frameworks to accelerate content development and scale output across formats and surfaces.
• Partner with lifecycle managers to translate journey maps into actionable content.
• Collaborate with Field, Product Marketing, and Customer Success to integrate content into outreach, playbooks, and enablement.
• Work with Basecamp and XM Institute to embed thought-leadership and skilling into key lifecycle journeys.
• Use Community as a channel to deliver content, spark conversation, and connect customers with relevant resources at each stage of their journey.
• Apply principles of content reuse and modular design to ensure consistency and scalability.
• Partner with the Brand and Content team to contribute to editorial standards, templates, and content performance tracking.
• Use performance data and feedback loops to continuously improve content quality and effectiveness.

Requirements

• 3-6 years of experience in content strategy, UX writing, lifecycle content, or a similar B2B content-focused role.
• Excellent writing and editing skills, with an ability to simplify complex topics and tailor tone to channel and audience.
• Experience using AI tools to accelerate content development, improve quality, or enhance efficiency.
• Clear understanding of the customer journey and content's role in customer success and product adoption.
• Ability to collaborate cross-functionally with marketing, product, education, and customer-facing teams.
• Highly organized with strong attention to detail and content quality.
• A passion for customer experience and a belief in the impact of great content.

Nice to Have

• Experience with Qualtrics, Pendo, CMS tools, and marketing automation tools.

Qualifications

• Educational background is not explicitly specified in the description.

Benefits & Perks

• Culture: A vibrant work environment that encourages collaboration, creativity, and work-life integration.
• Team Engagement: Opportunities for team-building activities, company-wide celebrations, and a supportive community.
• Health and Wellness: Competitive health coverage, wellness stipends, and an annual experience bonus.