As we scale, we're looking to build an exceptional product documentation team to ensure our customers can independently navigate and leverage our platform. We’re looking for a passionate and results-driven Principal Technical Writer to take full ownership of our customer-facing help centre. This role will be key in enhancing the trial-to-paid user conversion through high-quality, customer-first content and streamlined self-service processes. You'll work closely with our product and GTM teams to shape the future of our documentation experience and make it a competitive advantage for SaaS Labs.

• Lead and Improve Documentation: Own the product documentation process, ensuring it’s a comprehensive and self-serve resource for customers.
• Enhance Quality and Conversion: Revamp existing content, focusing on improving self-serve adoption and driving trial-to-paid conversions.
• Collaborate Across Teams: Work with PMM, Support, and Product teams to streamline documentation workflows and foster a customer-first culture.
• Develop Efficient Frameworks: Establish systems and frameworks for seamless, continuous improvement of documentation.
• Measure and Optimize Impact: Track metrics like reduced support tickets and increased engagement to gauge success.
• Transform product documentation into a go-to resource and decision-making tool and set higher documentation standards across the platform.
• Create scalable, accessible processes to enhance content quality and drive a "document-first" mindset across teams.

• 8-10+ years of experience managing product documentation, with expertise in complex B2B or B2C SaaS products.
• Experience leading product documentation efforts with a track record of documenting new products and features from concept to launch.
• Ability to lead a team and mentor technical writers.
• You understand the business impact of product documentation, especially in converting trial users to paid customers.
• You excel at communicating with internal stakeholders and external customers to ensure successful documentation adoption and alignment with customer needs.
• You can create and manage a documentation backlog, prioritize initiatives based on business needs, and make data-backed decisions to continuously improve.
• A strong understanding of technical concepts and the ability to collaborate with engineers, UX/UI, and product teams to clearly communicate product features and concepts.