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Job Information, Inc Sr. Content Writer Customer Experience in Boston, Massachusetts

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Customer Success Group

Job Details


The Salesforce Customer Success Group is looking for an experienced Writer to produce highly engaging content that will help our customers get business value out of our products. You are a recognized authority in Salesforce Sales and Service Cloud who crafts and maintains product adoption-specific content, aligning cross-functionally to produce scalable content in an efficient manner. You will work closely with other writers and the content publishing team in an Agile development environment to produce enablement resources, in-app assistance, guides, presentations, and videos for customers and customer-facing teams.

Your primary content focus will be refreshing Sales and Service Cloud content within the Expert Coaching program. Expert Coaching includes targeted, outcome-based sessions that focus on a specific topic. They're designed to help customers get more value from Salesforce, faster. You are super organized and able to handle multiple development workflows at once.

This is an incredible opportunity to become part of the content team responsible for driving expertise and scale across the most innovative company in the world, creating valuable content for our customers wherever they are on their journey!


  • Understand the complexities of our product/technology so you can communicate clearly how it works and why it matters

  • Write content in the style that is most suitable for the audience; copy edit for voice, tone, and accuracy

  • Collaborate with engagement consultants, instructional designers, and campaign managers to create content that is consumable, impactful, and provides the right customer experience

  • Maintain and refine existing content

  • Partner with publishing peers to inventory, coordinate, and publish content into our CMS and related tools

  • Review content analytics to understand customer impact and inform future content creation decisions

  • Prioritize and lead commitments effectively in a fast-paced environment

Preferred Qualifications/Skills

  • 3+ years of experience in product/technical writing and editing

  • BA/BS or equivalent in communications, marketing

  • Experience with Salesforce Sales and/or Service Cloud; enterprise consulting or implementation experience strongly preferred

  • Salesforce Sales Cloud Consultant and/or Service Cloud Consultant certifications are a bonus, but not required

  • Understanding the Expert Coaching program for our Success Plan customers and the value those sessions bring is a plus

  • Detailed understanding of the fundamentals of our technology, customer challenges, usage/adoption, and critical metrics

  • Excellent interpersonal skills, both written and verbal; able to effectively develop materials that are appropriate for the audience and evangelize best practices

  • Able to work independently and be a self-starter, prioritize, multitask, and highly organized

  • Highly collaborative teammate who excels in a sophisticated, matrixed environment

  • A passion for continued education in new technologies and functionality, as well as being involved in projects that push the capabilities of existing technologies


For Colorado-based roles: Minimum annual salary of $75,000. You may also be offered a bonus, restricted stock units, and benefits. More details about our company benefits can be found at the following link:


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Posting Statement

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at Salesforce and explore our benefits. and are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. and do not accept unsolicited headhunter and agency resumes. and will not pay any third-party agency or company that does not have a signed agreement with ( or .

Salesforce welcomes all.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records.

Founded in 1999, Salesforce is the global leader in Customer Relationship Management (CRM). Companies of every size and industry are using Salesforce to transform their businesses, across sales, service, marketing, commerce, and more by connecting with customers in a whole new way. We harness technologies that can revolutionize companies, careers, and, hopefully, our world.

Salesforce is built on a set of four core values: Trust, Customer Success, Innovation, and Equality. By making technology more accessible, we're helping create a future with greater opportunity and equality for all. This has taken our company to great heights, including being ranked by Fortune as one of the “Most Admired Companies in the World” and one of the “100 Best Companies to Work For” eleven years in a row, and named “Innovator of the Decade” and one of the “World’s Most Innovative Companies” eight years in a row by Forbes.

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