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 leadership’s vision for how the teams should serve our customers.
• Facilitate seamless product launches: Collaborate closely with Product Marketing to act as a bridge between our Product teams and the frontline, ensuring every launch is supported by vetted, high-quality documentation. You’ll transform go-to-market strategies into practical workflows, ensuring our associates are fully equipped the moment new features drop.
• Partner for Impact & Feedback: Collaborate extensively with Product Marketing to pinpoint knowledge gaps and document emerging processes. Beyond just documentation, you will actively highlight the volume of SOP workarounds to Product teams, serving as a catalyst for platform improvements that eliminate manual friction
• Investigate and troubleshoot: Partner strategically with Product, CS/CAM Leaders, Cross-Functional Stakeholders, and Revenue Enablement to uncover the "how" behind new processes. You’ll bridge the gap between technical product builds, back office procedures, and practical frontline execution.

Team Success & Mission Alignment

• Empower the frontline: Serve as a cultural advocate for the Enablement team, ensuring every Customer Support Associate (CSA) and Client Account Manager (CAM) feels supported and equipped with the information they need to provide world-class service.
• Prioritize long-term impact: Strategically contribute to Human Interest’s sustained growth by focusing on scalable documentation solutions rather than immediate, short-term fixes.
• Champion the mission: Execute all tasks with a default-to-action mindset, driving strategies that directly amplify our mission to make retirement accessible to all.
• Other duties as assigned.

What you bring to the role

• A strong foundation: You ideally have a BA degree or equivalent practical experience in communications, technical writing, or a related field.
• Deep product & process intuition: You possess a natural curiosity and the ability to master the intricacies of the Human Interest product. You can quickly grasp how our platform, compliance requirements, and internal operations connect to provide a seamless retirement experience.
• Salesforce proficiency: You have hands-on experience managing content within Salesforce Knowledge or a similar enterprise-level CMS, with a deep understanding of how to keep information organized and searchable.
• SaaS Savvy: You have a clear understanding of SaaS business motions and the entire customer lifecycle, specifically within Customer Success and Account Management environments.
• Exceptional communicator: Your written communication is top-notch. You have an unwavering commitment to detail and a proven ability to translate technical "product-speak" into accessible, user-friendly guides.
• Strategic collaborator: You’re adept at developing strong working relationships at all levels of management, allowing you to effectively capture preferred workflows from CS and CAM leaders.
• Analytical and organized: You possess top-notch organizational skills, with a keen ability to troubleshoot ambiguous processes and turn them into standardized, high-quality SOPs.
• Agile and adaptable: You thrive in a startup and SaaS background, demonstrating comfort with rapid change, product launches, and the need to move at a high velocity.
• A passion for clarity: You bring 3+ years of proven experience in knowledge management, technical writing, or enablement, demonstrating a true knack for making the complex feel simple.

Why you will love working at Human Interest

Human Interest is tackling one of our country's biggest challenges - closing the retirement gap. You'll be instrumental in architecting and scaling solutions that bring financial security to employees at small and medium-sized businesses nationwide. We’ve made significant progress, but there is still growth ahead, offering you a unique opportunity to solve complex problems, drive innovation, and advance your career alongside a dedicated, mission-driven team. We value hard work and recognize that our team's contributions are key to our continued success.

Join Human Interest and make a lasting impact by shaping the future of retirement.

Our operating principles define how we work together as a team. They reflect Human Interest’s unique view on what’s important and what’s right. Documenting this core aspect of our culture helps employees make good decisions on their own. It also helps candidates considering career opportunities critically evaluate whether they will thrive at Human Interest. 

• Customer obsession: We're all about creating amazing experiences for our customers. We put their needs first and go the extra mile to make them smile.
• Long-Term Orientation: We're not just playing for today; we're building a legacy. We think big, plan strategically, and invest in our future.
• Autonomous and Accountable Teams: We trust our team members to take ownership and make smart decisions. We empower you to be your best self!
• An Escalating Bar for Talent and Performance: We're constantly raising the bar and challenging ourselves to be better. We believe in growth and continuous improvement.
• Fundamental Optimism: We see the glass as half full (and then we fill it up with more amazing ideas!). We believe in the power of positivity and the potential for greatness.

Compensation - At Human Interest, there are a number of factors that are used to determine the appropriate pay range for each position. We take into account the cost of labor for each position in various markets across the U.S. The base salary for this position spans $85,000 - $90,000 and represents the minimum in our lowest geographic region to a maximum in our highest geographic region. The salary we offer to a new employee within this range is based on their location within the U.S., their relevant job-related skills, and experience. At Human Interest, base salary is one component of the overall total rewards package. Depending on the position, additional compensation components such as bonuses, commissions, and equity may be offered. All of our employees are offered a robust suite of physical, financial, and mental wellness benefits. In compliance with applicable laws, we do not inquire about salary history, or about criminal history prior to a conditional offer of employment.

Role is based in our Lindon, UT office and is Hybrid, in-office 4 days per week

Benefits - 

• A great 401(k) plan: Our own! Our 401(k) includes a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees
• Top-of-the-line health plans, as well as dental and vision insurance
• Competitive time off and parental leave
• Addition Wealth:  Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness
• Lyra: Enhanced Mental Health Support for Employees and dependents  
• Carrot: Fertility healthcare and family forming benefits
• Candidly:  Student loan resource to help you and your family plan, borrow, and repay student debt
• Monthly work-from-home stipend; quarterly lifestyle stipend
• Engaging team-building experiences, ranging from virtual social events to team offsites, promoting collaboration and camaraderie.

We’re a great place to work (but don’t take our word for it) 

Here’s a list of our awards and accolades:

• Certified as a Great Place To Work® (2023-2025)
• Fortune Best Place to Work in the Bay Area (2024)
• Best Places to Work by Built In (2023-2024)
• America’s Best Startup Employers by Forbes (2020-2022, 2024) 
• A Top Company by Y Combinator (2020-2023)
• Inc. Fastest Growing Companies (2021)

Human Interest is an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran or military status, pregnancy, or any other characteristics protected under federal, state, or local laws. Employment with Human Interest is at-will, meaning either you or the company may terminate employment at any time, with or without cause or notice, except as otherwise provided by law or written agreement.

We are committed to making every stage of our application process fully accessible to all individuals. If you need a reasonable accommodation at any point in the process, please let us know at applicantaccommodations@humaninterest.com.

Protect yourself against fraud and identity theft. Apply to our open positions directly via our careers page on Greenhouse. Human Interest will never ask applicants for their financial or banking information as part of our application process. All legitimate communication will come from a @humaninterest.com email address. If you have questions, please reach out to us directly at careers@humaninterest.com

Please note Human Interest does not accept unsolicited resumes from any source other than directly from candidates. We will not consider resumes from vendors, including and without limitation search firms, staffing agencies, fee-based referral services, and recruiting agencies. 

Pursuant to the San Francisco Fair Chance Ordinance, we will consider employment-qualified applicants with arrest and conviction records. We comply with CCPA guidelines.

See more: https://humaninterest.com/disclosures