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Hightouch’s mission is to empower everyone to take action on their data. Hundreds of companies, including Autotrader, Calendly, Cars.com, Monday.com, and PetSmart, trust Hightouch to power their growth.
We pioneered the Composable Customer Data Platform (CDP), which lets companies use their own data warehouse to collect, prepare, and activate customer data for marketing personalization and business operations. Our new AI Decisioning platform goes a step further, allowing marketers to set goals and guardrails that AI agents can then use to personalize 1:1 customer interactions. Traditionally, only technical teams had the skills to access and use customer data. With Hightouch, every business user can deliver personalized customer experiences, optimize performance marketing, and move faster by leveraging data and AI across their organization.
Our team focuses on making a meaningful impact for our customers. We approach challenges with a first-principles mindset, move quickly and efficiently, and treat each other with compassion and kindness. We look for team members who are strong communicators, have a growth mindset, and are motivated and persistent in achieving our goals.
What else? We’re based in San Francisco but have team members all over the world. Our Series C put us at a $1.2B valuation, and we are backed by leading investors such as Sapphire Ventures, Amplify Partners, ICONIQ Growth, Bain Capital Ventures, Y-Combinator, and Afore Capital.
About The Role
- Partner with Customer Success, Product, and other cross-functional teams to set priorities, define strategy, and provide regular updates on documentation and enablement initiatives.
- Develop and execute a comprehensive strategy for both internal and external knowledge bases.
- Manage expectations by defining clear schedules, deliverables, and milestones while proactively identifying risks and communicating adjustments to stakeholders.
- Advocate for user personas by understanding their needs and ensuring documentation and enablement resources deliver a high-quality, user-centric experience.
- Ensure documentation accuracy, relevance, and accessibility across multiple products and customer segments.
- Facilitate feedback loops and streamline review, approval, and distribution processes for content.
- Continuously improve knowledge management processes, tools, and practices to align with company standards, industry best practices, and regulatory requirements.
- Promote a culture of knowledge sharing through training and support programs.
What We're Looking For
- Empathy: Demonstrated ability to understand and take ownership of user pain points, treating them as your own.
- 5+ years of experience in technical writing, content strategy, developer education, or related fields
- A strong portfolio showcasing written content, including product documentation and API materials.
- Proven experience with information architecture, curriculum development, and CMS/LMS tools.
- Success in collaborating cross-functionally with remote and hybrid teams.
- Meticulous attention to detail and accuracy in documentation management and processes.
- Exceptional organizational and time management skills to balance multiple priorities effectively.
- Thrive in a fast-paced environment while maintaining a strong focus on customer satisfaction.
- Bachelor’s degree in a relevant field (e.g., Education, English, Technical Writing, or Computer Science) preferred.
The salary range for this position is $120-160k OTE, which is location independent in accordance with our remote-first policy. We also offer meaningful equity compensation in the form of ISO options, and offer early exercise and a 10 year post-termination exercise window.
What you need to know about the Boston Tech Scene
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
