Knowledge Base Manager

Gong harnesses the power of AI to transform how revenue teams win. The Gong Revenue AI Operating System unifies data, insights, and workflows into a single, trusted system that observes, guides, and acts alongside the world’s most successful revenue teams. Powered by the Gong Revenue Graph, AI-powered intelligence, specialized agents, and trusted applications, Gong helps more than 5,000 companies around the world deeply understand their teams and customers, automate critical sales workflows, and close more deals with less effort. For more information, visit www.gong.io.

At Gong, you will join a company built on innovative products, ambitious goals, and passionate people. We are shaping the future of revenue intelligence and we want people who are excited to build what comes next. You will work with a team that dreams big, moves fast, and cares deeply about the craft and about each other. Here, transparency and trust are core to how we operate, and every person has the opportunity to make a visible impact. If you want to grow, stretch, and do work that truly matters, Gong is the place to do the best work of your career.

We’re looking for an experienced Knowledge Base Manager to manage and evolve Gong’s knowledge base as a core part of the customer experience. This is a working manager role: you’ll support and execute on the knowledge base strategy while also contributing directly to writing and maintenance.

You’ll partner closely with the Director of Product Writing, Product Writing peers, Product Management, Support, Enablement, and Customer Success to turn complex product capabilities into clear, usable knowledge. You’ll help translate strategy into scalable workflows and high-quality content, using modern, AI-enabled processes to improve speed, consistency, and impact.

As a Knowledge Base Manager, you will:

• Manage the day-to-day execution of Gong’s knowledge base, including content quality, structure, discoverability, and maintenance.

• Support and operationalize the knowledge base strategy set by the Director of Product Writing.

• Lead and mentor a team of knowledge base writers, while contributing directly to high-impact and complex content areas.

• Write, update, and maintain knowledge base content yourself, especially for priority features, workflows, and cross-product topics.

• Implement and maintain content standards, information architecture, and governance to ensure consistency and scalability.

• Establish efficient, AI-enabled workflows for drafting, updating, auditing, and keeping content aligned with the product.

• Partner with Product Writing and Product Management to support launches and ongoing product changes.

• Collaborate with Support and Customer Success to identify gaps, improve self-service, and reduce friction for customers.

• Use data, search insights, and feedback to prioritize work and continuously improve the knowledge base.

• Advocate for the knowledge base as a reliable, high-quality source of truth for customers and internal teams.

You should apply if you have:

• 6+ years of experience in technical writing, knowledge management, or content operations, with direct responsibility for a knowledge base.

• Experience mentoring or managing writers, with a hands-on, execution-focused approach.

• Strong understanding of information architecture, content design, and findability.

• Comfort operating as a working manager—balancing execution, collaboration, and people leadership.

• Experience working cross-functionally with Product, Support, and Customer-facing teams in a SaaS environment.

• Fluency with modern content workflows, including the use of AI to scale writing, maintenance, and insight without sacrificing quality.

• Data-informed decision-making and strong editorial judgment.

• Excellent written and verbal communication skills in English.