Director, Client Content – Enablement

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the Adoption Consulting, Client Documentation, and Instructional Design teams.

• Manage and enhance the performance of the managers within the three teams, ensuring accountability for output, quality, and staff development.

• Develop strategies for headcount, hiring, and performance management across all three functions.

• Create a cohesive operating rhythm to ensure alignment of documentation, training content, and adoption playbooks.

• Take ownership of the client adoption strategy within the CINC ecosystem and define what successful adoption looks like by client segment.

• Craft repeatable adoption programs for both the onboarding process and ongoing support.

• Collaborate with Client Success and Support to identify adoption gaps and implement targeted consulting engagements.

• Establish metrics and reporting for onboarding adoption health, utilizing data to prioritize content and consulting initiatives.

• Set standards and governance for the knowledge base, help center, release notes, and in-product documentation.

• Ensure that documentation evolves in line with the product roadmap and that no new capabilities are launched without accompanying documentation.

• Supervise content quality, findability, consistency, voice, and terminology standards.

• Direct the development of onboarding curricula, certification programs, webinars, and self-service learning paths via CINC Circle.

• Ensure that training adheres to adult-learning best practices and effectively fosters measurable adoption and behavior change.

• Assess and enhance the training delivery technology stack.

• Empower Client Operations to create playbooks, product training, and reference materials.

• Identify and address internal knowledge gaps through targeted training or documentation initiatives.

• Establish feedback mechanisms across Client Success, Support, Implementation, Adoption Consulting, Documentation, and Instructional Design.

• Represent the client’s perspective in product planning and highlight adoption challenges and documentation deficiencies.

• Collaborate with Marketing on client communications, product launches, and maintaining voice/tone consistency.

• Provide reports on team performance, adoption metrics, and content health to senior leadership.

⛳️ Requirements

• Over 7 years of experience in client operations, client education, technical documentation, or instructional design, with at least 3 years of direct management experience of people managers or multiple teams.

• Proven history of building or scaling adoption, training, or documentation functions within a B2B SaaS environment.

• Strong understanding of adoption and engagement metrics, and the ability to link content and training investments to retention and expansion results.

• Familiarity with instructional design principles and modern training delivery tools, including LMS platforms, in-app guidance tools, and video/webinar technology.

• Exceptional written communication skills and a keen eye for documentation quality and information architecture.

• Capable of operating strategically while holding managers accountable for tactical execution and quality standards.

• Experience in close collaboration with Product, Engineering, and client-facing teams.

• Prior knowledge of the community association management industry is preferred.

• Experience with client certification or credentialing programs is preferred.

• Background in a regulated or complex-workflow industry is preferred.

• Familiarity with tools such as Pendo, WalkMe, Articulate, Vyond, and learning management systems is preferred.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Flexible work hours and remote work options.

• Professional development opportunities.

• A collaborative and dynamic work environment.

• Competitive salary and performance-based bonuses.