Total Expert · 2 hours ago
Senior Product Documentation & Knowledge Systems Manager
United States
Full-time
Remote
Senior Level
$110K/yr - $125K/yr
5+ years expTotal Expert is a customer engagement platform trusted by over 200 financial enterprises, and they are seeking a documentation leader to evolve their product documentation into a modern knowledge system. This role involves partnering with various teams to ensure accurate, timely, and discoverable documentation that aligns with user workflows and supports the adoption of complex systems.
FinanceReal EstateFinTechSaaSSoftwareMarketingFinancial ServicesMarketing Automation
No H1B
Responsibilities
Partner with Product, UX, Engineering, and Support to deeply understand features, workflows, and customer pain points, embedding documentation into the product development lifecycle, not after release
Own the strategy, structure, and execution of Total Expert’s documentation ecosystem, including user guides, in-product help, release notes, internal enablement materials, and knowledge base content
Design and maintain scalable documentation systems, templates, and content standards that support rapid iteration and platform growth
Leverage AI tools and automation to accelerate content creation, updates, and reuse (e.g., generating drafts from PRDs, Jira tickets, or specs; summarizing changes; maintaining consistency)
Ensure documentation is clear, actionable, and aligned with user mental models, working closely with UX to support onboarding, discoverability, and in-product education patterns
Establish feedback loops with Customer Support, CS, and internal teams to continuously identify documentation gaps and opportunities for improvement
Measure documentation effectiveness using qualitative feedback and quantitative signals (support deflection, search success, adoption indicators)
Collaborate with Product Marketing to ensure documentation aligns with launches, positioning, and customer-facing narratives
Champion high standards for clarity, accuracy, accessibility, and governance across all documentation efforts
Serve as the functional owner of Pendo and in-product guidance strategy, partnering cross-functionally to deliver scalable onboarding, contextual documentation, and adoption insights across the platform
Qualification
Required
5+ years of experience in product documentation, technical writing, content design, or knowledge management within SaaS or complex platforms
Applied systems thinking to content strategy, emphasizing information architecture, modular content, reuse, and governance rather than isolated page-level solutions
Hands-on experience using AI tools to improve documentation quality, speed, and scalability
Write clearly and precisely for multiple audiences, from individual loan officers to enterprise admins
Comfortable working cross-functionally and influencing outcomes without formal authority
Proactively seek feedback, iterate quickly, and adapt documentation based on real user behavior and needs
Energized by change and excited to help modernize how documentation supports product adoption and scale
See documentation as a strategic lever not a downstream task
Minimal travel required (2-3 times per year)
Benefits
Medical
Dental
Vision
HSA (Health Savings Account)
FSA (Flexible Spending Accounts)
Company paid Life Insurance
Short-Term Disability
Long-Term Disability
Flexible Time-Off (FTO)
Paid Parental Leave
401(k) with employer match
Company
Total Expert
Total Expert is a SaaS company that develops enterprise-grade marketing operating system (MOS) built for financial services organizations.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$86MKey Investors
GeorgianEmergence CapitalArthur Ventures,Rally Ventures
2019-10-24Series C· $52M
2018-10-11Series B· $20M
2016-04-12Series A· $14M
Leadership Team
Joe Welu
CEO and Founder
Josh Jabs
Chief Technology Officer
Recent News
2025-09-19
HousingWire.com
2025-07-02
Company data provided by crunchbase