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Digital Customer Success Specialist
Constant Contact. Understand business stakeholders’ strategic vision and priorities for customer onboarding, feature adoption, and retention messaging .
About the role
Key responsibilities & impact- Understand business stakeholders’ strategic vision and priorities for customer onboarding, feature adoption, and retention messaging
- Manage relationships and expectations related to day-to-day project delivery
- Gather detailed requirements for in-product guides and messages supporting customers throughout their lifecycle
- Establish guide frequency rules and manage visual governance
- Recommend next steps when stakeholder requests compete
- Report on guide success and provide data-driven recommendations on guides to iterate, expand, or sunset
- Provide training and best practices on in-app messaging capabilities and reporting
- Research and answer complex questions about customer lifecycle journeys and in-app messaging logic
- Write JavaScript, HTML, and CSS for custom Pendo guide layouts, interactive UI elements, and dynamic targeting logic
- Conduct data discovery and profiling to understand app usage, map feature and page tags, and ensure proper metadata flow between systems
- Design and test in-app messaging experiences, including A/B tests
- Work with webhooks, APIs, and data integrations between Pendo and platforms such as Salesforce, Gainsight, or HubSpot
- Create and maintain technical documentation for tag architecture, guide logic, and segmentation rules
- Collaborate with Product, UX, Customer Support, Marketing, Sales, technical, product, and data teams
Requirements
What you’ll need- 3+ years of experience in Digital Customer Success, In-Product Messaging, or Product Operations
- Deep hands-on experience building, managing, and optimizing in-product experiences using Pendo or similar tools such as Gainsight PX is required
- Hands-on proficiency in JavaScript, HTML/CSS, custom event tagging, and API integrations
- Ability to build polished, visually appealing, brand-aligned guides with an eye for graphic and UI design
- Experience analyzing guide performance, user pathways, and downstream adoption
- Intermediate knowledge of analytics tools
- Experience integrating in-product messaging platforms with Customer Success platforms such as Gainsight or ChurnZero, or CRMs such as Salesforce or HubSpot
- Ability to manage multiple projects simultaneously in a fast-paced environment
- Strong analytical and project management skills
- Excellent verbal and written communication skills
- Ability to communicate at all levels of the organization and with business and technical peers
- Highly motivated and productive self-learner able to understand business concepts and translate them into technical understanding
Benefits
Comp & perks- Health and welfare benefits
- Paid leave
- Diversity and inclusion programs
- Educational opportunities
- Career growth opportunities
- Stretch assignments
- Coaching opportunities
- Professional development opportunities
- Generous paid time off policy
- Competitive benefits package supporting employee and family health and well-being
- Hybrid work flexibility
- Access to office locations for in-person collaboration, live trainings, and socializing