What are the responsibilities and job description for the Technical Docs and Enablement Manager position at Hightouch?
About Hightouch
Hightouch’s mission is to empower everyone to take action on their data. We’ve pioneered the Composable Customer Data Platform (CDP), which helps companies use their own data warehouse to collect, prepare, and activate customer data for marketing personalization and business operations. Traditionally, acting on data has required engineering time and bandwidth, and left most business users stuck with charts and reports that are unable to take automated action on their data. With Hightouch, every business user, without writing any code, can activate data to streamline critical processes, improve marketing performance, and scale operations.
Our team operates with a focus on making a meaningful impact for our customers. We believe in approaching challenges with a first principles thinking mindset, moving quickly and embracing our value of efficient execution, and treating each other with compassion and kindness. We look for team members that are strong communicators, have a growth mindset, and are motivated and persistent in achieving our goals.
Hundreds of companies use Hightouch, including Spotify, Ramp, Retool, NBA, Plaid, and Betterment. We’re based in San Francisco, are remote-friendly, and backed by leading investors such as Amplify Partners, ICONIQ Growth, Bain Capital Ventures, Y-Combinator, and Afore Capital.
About The Role
- Partner with Customer Success, Product, and other cross-functional teams to set priorities, define strategy, and provide regular updates on documentation and enablement initiatives.
- Develop and execute a comprehensive strategy for both internal and external knowledge bases.
- Manage expectations by defining clear schedules, deliverables, and milestones while proactively identifying risks and communicating adjustments to stakeholders.
- Advocate for user personas by understanding their needs and ensuring documentation and enablement resources deliver a high-quality, user-centric experience.
- Ensure documentation accuracy, relevance, and accessibility across multiple products and customer segments.
- Facilitate feedback loops and streamline review, approval, and distribution processes for content.
- Continuously improve knowledge management processes, tools, and practices to align with company standards, industry best practices, and regulatory requirements.
- Promote a culture of knowledge sharing through training and support programs.
What We're Looking For
- Empathy: Demonstrated ability to understand and take ownership of user pain points, treating them as your own.
- 5 years of experience in technical writing, content strategy, developer education, or related fields
- A strong portfolio showcasing written content, including product documentation and API materials.
- Proven experience with information architecture, curriculum development, and CMS/LMS tools.
- Success in collaborating cross-functionally with remote and hybrid teams.
- Meticulous attention to detail and accuracy in documentation management and processes.
- Exceptional organizational and time management skills to balance multiple priorities effectively.
- Thrive in a fast-paced environment while maintaining a strong focus on customer satisfaction.
- Bachelor’s degree in a relevant field (e.g., Education, English, Technical Writing, or Computer Science) preferred.
The salary range for this position is $120-160 OTE, which is location independent in accordance with our remote-first policy. We also offer meaningful equity compensation in the form of ISO options, and offer early exercise and a 10 year post-termination exercise window.
Salary : $120 - $160
