Director, Client Content and Enablement
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AI Summary
The Director will lead the Adoption Consulting, Client Documentation, and Instructional Design teams to drive product adoption and client success. They are responsible for setting strategic direction, managing team performance, and ensuring all client-facing resources are effective and aligned with product roadmaps.
Director, Client Content and Enablement
Location: Remote
Department: Implementation and Training
Reports To: VP, Implementation and Training
Direct Reports: Adoption Consulting Team, Client Documentation Team, Instructional Design Team
About CINC Systems
CINC Systems is the AI-native platform for community association management, built on more than 20 years of integrated platform data spanning accounting, operations, resident experience, banking, and payments. More than 1,000 management companies, representing 55,000+ associations and 6 million+ doors, run on the CINC ecosystem — with a 99% renewal rate across that client base. Our mission is to make living and working in a professionally managed community a great experience, and everything we build starts from one idea:
Less Tedious. More Meaningful.
About the Role
We're looking for a Director, Client Content and Enablement to lead the three teams responsible for helping community association management companies successfully learn, adopt, and get lasting value from the CINC ecosystem: Adoption Consulting, Client Documentation, and Instructional Design. This is a leadership role for someone who manages managers — setting strategic direction across content, training, and adoption programs, and holding team leaders and their teams accountable to measurable outcomes like time-to-value, product adoption rates, and client satisfaction.
You'll sit at the intersection of Client Operations, Product, and Marketing — translating CINC ecosystem changes into clear documentation and training, designing adoption programs that ensure successful onboarding and reduce churn risk, and ensuring every client-facing resource (help articles, in-app guidance, onboarding curricula, certification programs, etc.) is accurate, current, and effective for community association managers, boards, and homeowners alike.
What You'll Do
Team Leadership
- 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
Adoption Strategy
- 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
Content & Documentation
- 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
Instructional Design & Training
- 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)
Internal Client Operations Enablement
- 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
Cross-Functional Partnership
- 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
What You'll Bring
- 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
Nice to Have
- 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.
Success Metrics (First 12 Months)
- Improved time-to-value and adoption benchmarks across client segments
- Documentation coverage and freshness targets met at each CINC ecosystem release
- Consolidated, measurable training curriculum with completion and effectiveness tracking
- Team engagement and retention across all three functions
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