Senior Content Manager, Learning & Enablement
Owns the end-to-end enablement content system for a SaaS company, including governance, instructional design, Help Center accuracy, release materials, and measurement. Requires 5–7+ years of experience, strong writing, systems thinking, and the ability to influence cross-functional contributors without formal authority.
About the job
Responsibilities
Govern and Audit Enablement Content
- Audit enablement content across Help Center, release materials, and training assets to identify current, stale, and missing content.
- Define and maintain a taxonomy and organizing structure for enablement content.
- Establish standards for format, tone, accuracy, and update cadence.
- Own the enablement content system as a source of truth in partnership with Product documentation.
Design and Create Enablement Content
- Design and create complex enablement materials requiring instructional design.
- Define design frameworks and quality standards grounded in adult learning principles.
- Develop reusable, modular formats such as in-workflow learning, guides, walkthroughs, quick references, and video.
- Use feedback and usage data to measure and improve content effectiveness.
Maintain the Customer-Facing Help Center
- Own the accuracy, consistency, and clarity of Help Center content.
- Proactively refresh outdated content.
- Ensure content reflects customer workflows rather than only feature descriptions.
Execute Release Enablement
- Partner with Product and Product Marketing to translate releases into practical enablement materials.
- Ensure release-related content is discoverable within the governed content system.
Cross-Functional Process Improvement
- Collaborate with Product, Product Marketing, Operations, and Customer Success.
- Track recurring questions and gaps and translate them into content improvements.
- Use AI and modern tooling to improve content speed, consistency, and quality.
- Improve the content governance system over time.
Requirements
- 5–7+ years of experience in content strategy, instructional or enablement design, or content governance within SaaS.
- Experience designing content systems, including taxonomy, standards, and governance, while also creating content hands-on.
- Strong instructional design skills grounded in adult learning and information adoption.
- Strong written communication and attention to detail.
- Ability to set standards and drive consistency without formal authority.
- Systems-oriented mindset focused on reusability, accuracy, and efficiency.
- Experience using AI or automation to improve output quality and speed.
- Experience with Zendesk, Loom, HubSpot, Pendo, or comparable enablement and content platforms.
- Cross-functional collaboration experience with Product, Product Marketing, Operations, or Customer Success.
- Curiosity about AI and emerging technologies, with sound judgment in applying them.
Compensation and Benefits
- Annual base salary: $71,100–$132,000.
- Equity grants for all employees.
- 4% matching 401(k) program.
- Medical, dental, vision, disability, and life insurance coverage for employees working 30+ hours per week.
- Monthly wellness stipend.
- Paid parental leave.
- Flexible vacation policy.
Skills
Content Strategy, Instructional Design, Content Governance, Taxonomy, Adult Learning, Zendesk, Loom, HubSpot, Pendo, Artificial Intelligence, Automation, Help Center, Content Management, SaaS
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