Overview
We are seeking a creative, strategic, and collaborative leader to for the Customer Success (CS) Insights Content & Engagement team within the NetSuite Customer Success organization. This team is responsible for developing compelling strategic content that elevates the value of Customer Success and NetSuite internally and externally.

As Sr Manager, CS Insights Content and Engagement, you will lead a team of individual contributors across two core functions— content development and driving strategic engagement. You will guide cross-functional efforts to create consistent, high-impact narratives and assets that align with Customer Success go-to-market strategies and help CS influence pipeline, accelerate deals, and deliver exceptional customer outcomes.

Key Responsibilities
• Lead, coach, and develop a high-performing team of Program & Project Managers focused on content creation and engagement.
• Oversee development and execution of messaging frameworks, assets, and support materials that reinforce the value of Customer Success across industries and solutions.
• Partner closely with teams in Sales, Marketing, Product, and CS leadership to align on strategic priorities, launch planning, and campaign execution.
• Represent Customer Success in video interviews and digital content, serving as an engaging and credible on-camera spokesperson for CS.
• Conduct on-camera interviews with executives and thought leaders, distilling complex topics into compelling, audience-appropriate narratives.
• Ensure consistency in voice, tone, and brand across all customer- and sales-facing CS communications.
• Guide storytelling strategy and oversee the creation of presentations, videos, and digital collateral.
• Serve as a strategic thought partner and editor for key initiatives, ensuring content is clear, concise, and tailored to its audience.
• Measure the impact of content and engagement efforts; optimize based on feedback and results.
• Contribute to annual and quarterly planning cycles, aligning CS Insights team initiatives with cross-functional teams and broader business priorities.

Qualifications

Experience
• 10+ years in content development, program management or communications roles with increasing leadership responsibilities.
• 3+ years of people management or team leadership experience.
• Proven success managing cross-functional content initiatives in a fast-paced, matrixed environment.
• Demonstrated experience appearing on camera in a professional setting (e.g., corporate videos, webinars, executive interviews, or public speaking events).
• Confident and articulate communicator, comfortable engaging with stakeholders and executives in live and recorded settings.
• Portfolio or examples of previous on-camera work highly desirable.
• SaaS, Customer Success, or enterprise software experience preferred.

Skills
• Exceptional written and verbal communication skills, with a keen eye for clarity, tone, and storytelling.
• Strong background in content strategy, narrative development, and brand alignment.
• Strong understanding of the sales cycle and customer journey, preferably within a SaaS or ERP environment.
• Strong on-camera presence with the ability to connect with diverse audiences.
• Skilled interviewer with the ability to put interviewees at ease and extract meaningful insights on camera.
• Strategic thinker with strong execution and project management capabilities.
• Adept at navigating ambiguity and driving alignment across diverse stakeholders.
• Passion for developing people, fostering collaboration, and building inclusive, high-trust teams.
• Proficiency with tools such as PowerPoint, Adobe Creative Cloud, and project management software (e.g., Asana, Smartsheet).

Please see above.

Career Level - M3

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