About The Role
The Customer Success Administrator is a hands-on, process-oriented role that sits at the heart of how we get customers live on KnowHow. You will work directly with new customers to migrate their existing documentation into the platform - SOPs, policies, training content, and long-form reference materials - and help shape it into clear, usable processes that their teams can actually follow.
This is not a sales role or a strategic account management role. It is a role for someone who takes deep satisfaction in doing operational work with precision and care. You are organized, a strong communicator, and you bring a genuine orientation toward customer outcomes. You move efficiently, maintain quality, and understand that getting content right during implementation is one of the highest-leverage things a CS team can do.
What You'll Do
Content Upload and Management
You Will Succeed In This Role If You
The Customer Success Administrator is a hands-on, process-oriented role that sits at the heart of how we get customers live on KnowHow. You will work directly with new customers to migrate their existing documentation into the platform - SOPs, policies, training content, and long-form reference materials - and help shape it into clear, usable processes that their teams can actually follow.
This is not a sales role or a strategic account management role. It is a role for someone who takes deep satisfaction in doing operational work with precision and care. You are organized, a strong communicator, and you bring a genuine orientation toward customer outcomes. You move efficiently, maintain quality, and understand that getting content right during implementation is one of the highest-leverage things a CS team can do.
What You'll Do
Content Upload and Management
- Accurately upload and migrate client-provided content, documents, and SOPs into KnowHow
- Ensure all formatting and structure align with platform guidelines and customer expectations
- Verify successful uploads, troubleshoot issues as they arise, and confirm the finished product meets the standard set by the CSM and customer
- Curate and continuously improve KnowHow's library of template SOPs for the industries we serve
- Ensure template content meets high standards of clarity, relevance, and practical effectiveness
- Collaborate with KnowHow's network of industry authors as needed to develop and refine content
- Develop and maintain a strong working knowledge of the KnowHow platform and its content management capabilities
- Apply the right features and tools for each content type, as directed by the CSM or customer
- Stay current on platform updates and new feature releases; follow up with the CSM when clarification is needed
- Keep the CSM informed on timeline status, whether ahead of or behind schedule
- Flag high-priority issues and blockers promptly - don't hold problems
- Maintain detailed notes and surface anything that could affect content quality or delivery timelines
- Clarify ambiguities with the CSM before proceeding to ensure the work meets expectations
- Follow established workflows to execute content uploads efficiently and consistently
- Document best practices as they emerge and share them with the CSM
- Suggest process improvements where you see opportunities to improve efficiency or output quality
You Will Succeed In This Role If You
- Are process-oriented and take genuine pride in producing clean, accurate, well-organized work
- Catch and correct errors before they become problems - attention to detail is a baseline, not a bonus
- Can absorb unfamiliar workflows, protocols, and industry terminology quickly and translate them into clear written formats
- Communicate proactively with the CSM: you don't wait to be asked for an update, and you don't sit on problems
- Manage your time and priorities independently; you don't need close supervision to stay on track across multiple workstreams
- Are comfortable learning new software tools and adapting quickly as the platform evolves
- Are comfortable in a fully remote environment and hold yourself accountable to deadlines and quality standards
- Native-level English fluency (required)
- Proven experience in a customer-facing or customer service role with a strong orientation toward successful customer outcomes
- Exceptional attention to detail in content and data work
- Comfortable working with content management systems, cloud platforms, and productivity tools (Microsoft Office, Google Drive, Zoom, and similar)
- Exceptional project management and process optimization skills
- Strong time management skills and the ability to reprioritize quickly as needs shift
- Typing speed of 40-60+ words per minute
- Ability to efficiently understand new processes and summarize them accurately into a different format
- Strong written and verbal communication skills, including the ability to explain complex information in plain language
- Canadian Citizenship or Permanent Residency in Canada (required)
- Availability to work North American time zone hours
- Canadian-French fluency (an asset)
- This is a contract position. Hours are project-based and are not guaranteed. During periods of high implementation volume, engagements can run 10-15 hours/week.
- Remote-first environment with a collaborative, high-trust team
- High-quality onboarding, training, and on-the-go guidance
- A flexible work schedule, as long as deadlines and quality standards are met