Product Documentation & Analytics Specialist

The Opportunity

Most companies treat documentation as an afterthought. At Censis we believe documentation should be a differentiator. Its the difference between a customer who gets value on day one and one who never fully realizes what they bought. Were looking for someone who sees that and is always looking to build something better than what exists today.
This isnt a maintain the wiki job. This is a chance to shape how we understand and influence the way customers use our products. Youll sit at the intersection of product analytics and customer experience with the tools access and trust to make a real you geek out over documentation architecture get excited by behavioral analytics have opinions about whatgoodin-app guidance looks like and be part of an awesome Product Management team keep reading.

Key Responsibilities

Build Documentation Thats Interesting to Read (New Products Enhancements & Maintenance Releases)

• Partner closely with Product and Engineering to create comprehensive customer facing documentation for new features enhancements and releases
• Proactively identify gaps in existing documentation before customers find them using relationships with Customer Success and Support
• Own the voice structure and standards that make Censis documentation instantly recognizable as high-quality and trustworthy
• Align documentation with how Marketing positions products and how Product communicates releases so everything tells one coherent story

Your Documentation toolkit will include:

• Release notes that lead with customer value and not just feature lists
• Technical and end-user manuals
• In-app help content and guided workflows
• API documentation
• IT and security documentation
• Quick reference guides
• Implementation and onboarding content
• Support and troubleshooting resources

Be a Product Expert

• Develop genuine deep expertise in the Censis product suite not just feature names but the workflows pain points and use cases our customers live in every day
• Stay close to the roadmap so documentation is never playing catch-up

Turn Product Usage Data into Product Intelligence:
This is where the role gets interesting. You wont just document the product youll help usunderstandhow its being used and then use that understanding to drive better adoption.

• Maintain product mapping and feature tagging to enable customer utilization and adoption insights
• Design and deploy in-product engagements that drive awareness of new releases and key features
• Run customer surveys that feed real signal back into the product and roadmap process
• Administer customer surveys to collect ongoing product- and feature-level feedback
• Configure and evolve the in-product knowledge bot building guided tours feature education flows and contextual help that meets customers where they are
• Partner with Product and Marketing to bring events webinars and announcements into the product experience itself

What Were Looking For

The baseline:

• Bachelors degree in Technical Communication English Journalism or a related field or equivalent experience that proves you can do the job
• 5 years creating technical documentation or product content for software applications
• Experience with documentation platforms and content management systems (Confluence or similar)
• Exceptional writing skills the kind where you can explain a complex workflow to an SPD technician and an OR Director in the same document and have both of them feel like it was written for them
• Strong organizational instincts and the ability to juggle multiple launches releases and stakeholders without dropping anything

What will make you stand out:

• Experience with product analytics or customer engagement platforms Pendo Gainsight WalkMe or similar
• A point of view on whatgreatproduct documentation looks like in 2026 and beyond
• Curiosity and an experimentation mindset about how AI agents can help enhance documentation workflows content tooling
• A builders mindset youd rather design a better system than maintain a broken one