Client Enablement Lead

Alloy • New York City, NY

8d • Hybrid

About The Position

Alloy helps solve the identity risk problem for companies that offer financial products by enabling them to outpace fraud and confidently serve more people around the world. Over 800 of the world’s largest financial institutions and fintechs turn to Alloy to take control of fraud, credit, and compliance risk, and grow with the clearest picture of their customers. Through our values: Be Bold, Get Scrappy, Collaborate, and Celebrate Our Differences, we are creating a workplace where you can grow, thrive, and belong. As our Client Enablement Lead, you'll report into our VP of Product and own the end-to-end experience of how clients and partners (and the internal teams who support them) learn, understand, and get the most out of Alloy's platform. This isn't a pure documentation or technical writing role. You'll be the connective tissue between product, technical solutions, sales, and our clients and partners– building a documentation and training ecosystem that proactively answers questions before they're asked, reduces friction in onboarding, and enables clients to self-serve confidently. You'll have strong opinions about what good looks like and the drive to make it happen across the organization.

Requirements

• 4–7 years of experience in client enablement, documentation, technical content strategy, customer education, or a closely related field
• Proven track record of owning documentation end-to-end — not just writing content, but shaping structure, strategy, and how content is surfaced and maintained
• Experience spanning client-facing and internal enablement; comfortable designing for multiple personas with different levels of technical depth
• Strong communicator and collaborator — you're just as comfortable in a stakeholder meeting or a client training session as you are writing alone
• Organized, proactive problem-solver who connects the dots across teams and doesn't wait to be handed a spec
• Hands-on experience with AI writing tools and modern documentation platforms (e.g., Notion, Readme, Confluence, Guru, or similar)
• Ability to make complex technical concepts accessible to non-technical audiences without losing accuracy
• Experience working alongside product, design, and engineering teams

Nice To Haves

• Experience in fintech, identity verification, compliance, or API-driven B2B SaaS
• Familiarity with developer-facing documentation (API references, integration guides, SDKs)

Responsibilities

• Own Alloy's external knowledge base strategy: ensuring docs, tutorials, videos, and trainings are accurate, logical, and surfaced in the right places (website, developer portal, in-product) for the right personas (policy builders, engineers integrating via API, compliance leads, etc.)
• Collaborate with our Technical Solutions team to design and deliver client training programs and onboarding materials that reduce time-to-value and drive client self-sufficiency
• Design the process by which Alloy can continuously audit and improve materials based on support tickets, client feedback, and product changes; ensure we proactively find and fix the gaps before clients do
• Build and maintain onboarding and training resources for internal teams: Technical Solutions (TS), Sales, and Product
• Partner with TS to ensure internal knowledge bases and runbooks are up-to-date, enabling faster client support resolution
• Act as the connective tissue across teams: identifying when a recurring client question signals a documentation gap, a product issue, or a training need, and routing to the right owners to resolve it
• Define and enforce documentation standards, information architecture, and content lifecycle processes
• Leverage AI writing and documentation tools to scale high-quality content creation
• Drive cross-functional alignment on documentation priorities, ensuring the whole org is moving toward a better onboarding and self-serve experience
• Measure the impact of enablement efforts through metrics like self-serve resolution rates, onboarding completion, and CSAT

Benefits

• Unlimited PTO and flexible work policy
• Employee stock options
• Medical, dental, vision plans with HSA (monthly employer contribution) and FSA options
• 401k with 100% match up to 4% of annual employee compensation
• Eligible new parents receive 16 weeks of paid parental leave
• Home office stipend for new employees
• Annual Learning & Development annual stipend
• Well-being benefits include access to ClassPass, OneMedical, UrbanSitter, and Spring Health

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed