Digital Customer Success Specialist
Do you love a challenge? Are you passionate about using data, digital interventions, and learning experiences to guide customers through critical milestones? This may be the role for you.
The Digital Success team is looking for a Customer Lifecycle Experience Specialist to help revolutionize how we map, optimize, and digitally support our customers' journeys, playing an important role in driving long-term customer value and success.
The ideal candidate will have a deep appreciation for the customer journey as well as strong analytical, data auditing, and program creation skills. You should be self-directed, an empathetic problem solver, and able to build strong bridges across cross-functional teams. This position plays the important role of translating what customers want and need to accomplish into automated digital intervention paths and integrated learning experiences.
What You’ll Do:
First and foremost, you will be closely collaborating with other departments and cross-functional teams (Community, Marketing, Direct/Indirect Sales, Product, and Customer Support) doing the following:
Understanding business stakeholders' strategic vision and aligning cross-team efforts around the customer lifecycle and critical "moments of truth".
Managing relationships and expectations across Marketing, Community, Sales, and CS related to day-to-day delivery of digital interventions and enablement initiatives.
Deeply analyzing customer workflows to understand what users want to accomplish, mapping out journey paths, and designing digital intervention steps to drive customers forward.
Integrating learning path strategies into the customer journey to ensure education and enablement support users at exact points of need.
Working across the organization to research and solve complex challenges related to customer progression, drop-off points, and digital engagement.
You will also be working directly with our technical, data, and analytics teams doing the following:
Conducting rigorous data auditing, verification, and data clean-up across customer attributes, lifecycle stages, and interaction data to ensure accurate triggering of digital paths.
Building, testing, and deploying new digital intervention frameworks, automated communication flows, and interactive learning journeys across our digital toolstack.
Partnering with analytics teams to establish measurement frameworks, evaluate lifecycle path performance, and report on progression metrics.
Creating and maintaining comprehensive process documentation, journey maps, and data logic definitions for lifecycle interventions.
Who You Are:
3+ years' experience in Customer Lifecycle Management, Customer Journey Design, Digital Success, or Customer Enablement.
Proven track record of designing customer lifecycle paths, digital interventions, and integrated learning/education programs.
Strong data auditing and analytical skills with experience inspecting, verifying, and cleaning customer interaction data to maintain system health.
Demonstrated success acting as a collaborative hub between cross-functional partners (Community, Marketing, Direct/Indirect Sales, and Customer Success).
Highly creative builder with a passion for designing brand-new engagement frameworks, lifecycle models, and enablement materials from scratch.
Ability to manage multiple multi-departmental initiatives simultaneously in a fast-paced environment.
Strong project management and organization skills with high attention to detail.
Excellent interpersonal skills with the ability to communicate, negotiate, and align priorities across all levels of the organization.
Highly motivated self-learner who can translate complex customer needs into clear, actionable, and scalable digital paths.
The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education and work location. In addition, some roles may be eligible for additional on target commission pay or bonus. The compensation package includes health and welfare benefits including paid leave.
Pay Transparency - All Full Time Employees
$68,640—$85,800 USD