Note: The job is a remote job and is open to candidates in USA. CINC Systems is an AI-native platform for community association management. The Director, Client Content and Enablement leads the Adoption Consulting, Client Documentation, and Instructional Design teams, setting strategy for client adoption, training, and documentation. The role partners across Client Operations, Product, Engineering, and Marketing to improve onboarding, product adoption, client satisfaction, and retention.
Responsibilities
- Manage and develop the managers of three teams (Adoption Consulting, Client Documentation, Instructional Design), holding them accountable for their team's output, quality, and staff development
- Set headcount, hiring, and performance management strategy across all three functions
- Build a unified operating rhythm across teams that historically may have worked in silos, ensuring documentation, training content, and adoption playbooks stay in sync
- Set clear priorities, quality standards, and goals for team leaders, and evaluate their performance in delivering against them
- Own the client adoption strategy across the CINC ecosystem: define what “successful adoption” looks like by client segment and build repeatable programs to get management companies there both during and after onboarding
- Partner with the Client Success and Support teams to identify adoption gaps and deploy targeted consulting engagements for existing clients
- Establish onboarding adoption health metrics and reporting — grounded in real client outcomes — and use data to prioritize where content or consulting effort should go next
- Set standards and governance for the client-facing knowledge base, help center, release notes, and in-product documentation across the broader CINC ecosystem
- Ensure documentation keeps pace with the product roadmap; build a process with Product/Engineering so no capability ships undocumented
- Oversee content quality, findability, and consistency of voice across all client-facing materials, in line with CINC brand and terminology standards
- Direct the design of onboarding curricula, certification programs, webinars, and self-serve learning paths (via CINC Circle) for property management companies and their teams
- Ensure training content is grounded in adult-learning best practices and tied to measurable adoption/behavior-change outcomes, not just content output
- Evaluate and evolve the tech stack supporting training delivery (LMS, in-app walkthroughs, video, knowledge base tooling)
- Enable the internal Client Operations team to create the playbooks, product training, and reference materials they need to support clients effectively
- Partner with Client Operations leadership to identify internal knowledge gaps and close them through targeted training or documentation
- Build feedback loops between Client Success, Support, Implementation, and the Adoption Consulting, Documentation, and Instructional Design teams so front-line insights shape what gets built next
- Act as the voice of the client in product planning discussions, surfacing adoption friction and documentation gaps to Product and Engineering
- Partner with Marketing on client-facing communications, product launches, and voice/tone consistency
- Report on team performance, adoption metrics, and content health to senior leadership
Skills
- 7+ years of experience in client operations, client education, technical documentation, or instructional design, including 3+ years directly managing people managers or multiple teams
- Track record of building or scaling adoption, training, or documentation functions at a B2B SaaS company; experience in proptech, fintech, or community association management is a strong plus
- Strong grasp of adoption/engagement metrics and how to tie content and training investments to retention and expansion outcomes
- Experience with instructional design principles and modern training delivery tools (LMS platforms, in-app guidance tools, video/webinar tooling)
- Excellent written communication skills and a sharp eye for documentation quality and information architecture
- Comfortable operating strategically (roadmap, metrics, cross-functional influence) while holding managers accountable for tactical execution and quality
- Experience partnering closely with Product, Engineering, and client-facing teams
- Familiarity with the community association management industry — HOAs, condo associations, and the management companies that serve them
- Experience with certification/credentialing programs for clients
- Background in a regulated or complex-workflow industry (e.g., accounting, banking/payments) where documentation accuracy is high-stakes
- Familiarity with in-app content tools such as Pendo, WalkMe and content creation tools such as Articulate, Vyond, etc., as well as learning management systems
Benefits
- Remote work arrangement
Company Overview