Director, Customer Content

About the Role

We are seeking an experienced Director of Customer Content to lead the strategy and execution of all customer-facing documentation and educational materials. This is an exciting opportunity to shape how millions of users understand and utilize our security platform.

Responsibilities

• Define and own the global strategy for all customer content, including help documentation, tutorials, knowledge base articles, and in-app guidance.
• Lead, mentor, and scale a team of content designers and technical writers.
• Collaborate cross-functionally with Product Management, Engineering, Support, and Marketing to ensure content accuracy, relevance, and timely delivery for product launches.
• Establish key performance indicators (KPIs) for content effectiveness and drive continuous improvement based on data analysis (e.g., deflection rates, search success).
• Oversee the content lifecycle, including governance, localization strategy, and content architecture.

Requirements

• 7+ years of experience in content strategy, technical writing, or customer education, with at least 3 years in a leadership or management role.
• Proven ability to develop and execute a comprehensive content strategy for a complex B2B or B2C SaaS product.
• Exceptional written and verbal communication skills, with a keen eye for detail and clarity.
• Experience managing content systems, CMS platforms, and localization workflows.
• Familiarity with customer support metrics and using data to inform content decisions.

Nice-to-Haves

• Experience working within the security, privacy, or identity management space.
• Familiarity with modern documentation tools (e.g., Git-based workflows, static site generators).
• Experience managing content teams across multiple geographic locations.

Role Impact

This role is critical to reducing support volume, increasing product adoption, and ensuring our customers have the best possible self-service experience, directly impacting overall customer satisfaction and retention.