Principal Technical Writer - Customer Onboarding
Core
Lead strategy and execution of customer onboarding and 'Getting Started' content to guide users to their first 'aha!' moment and drive trial-to-paid conversion.
Role type
Principal Technical Writer (Customer Onboarding & Narrative Strategy)
Builds
Cohesive, narrative-driven onboarding experiences and user journey documentation for Elastic's Search AI Platform.
Domain
SaaS / Search AI / Cloud Security
Deliverable
product features
Required skills
Technical writing, user journey design, cross-functional leadership, narrative architecture, data-driven content iteration, stakeholder management, self-service cloud product knowledge
Preferred skills
Experience with distributed organizations, UXR/analytics proficiency
Technologies
None explicitly listed
Responsibilities
Define and execute onboarding content strategy; Align Field, Product, and Documentation teams; Design user-focused onboarding flows; Measure content effectiveness using user research and telemetry to reduce churn.
Seniority
Principal, strategy & mentorship