Product Documentation & Analytics Specialist

The Opportunity

Most companies treat documentation as an afterthought. At Censis, we believe documentation should be a differentiator. It's the difference between a customer who gets value on day one and one who never fully realizes what they bought. We're looking for someone who sees that — and is always looking to build something better than what exists today.
This isn't a "maintain the wiki" job. This is a chance to shape how we understand and influence the way customers use our products. You'll sit at the intersection of product, analytics, and customer experience — with the tools, access, and trust to make a real impact. If you geek out over documentation architecture, get excited by behavioral analytics, have opinions about what good in-app guidance looks like and be part of an awesome Product Management team — keep reading.

Key Responsibilities

Build Documentation That's 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 won't just document the product — you'll help us understand how it's 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 We're Looking For

The baseline:

• Bachelor's 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 what great product documentation looks like in 2026 and beyond
• Curiosity and an experimentation mindset about how AI agents can help enhance documentation workflows, content tooling
• A builder's mindset — you'd rather design a better system than maintain a broken one