Sr. Customer Experience Specialist – Digital Success Programs

Sr. Customer Experience Specialist – Digital Success Programs

Requirements

• 3-5+ years of experience in Customer Experience (CX), Customer Success, Digital Engagement, Product Marketing, or a related field.
• Hands-on experience with in-app engagement tools (e.g., Gainsight PX, Pendo, WalkMe, Chameleon, Appcues).
• Experience designing and executing 1:Many customer engagement programs, including community-driven initiatives, webinars, and group coaching.
• Strong content creation and UX writing skills, with the ability to craft engaging, concise, and action-driven messages.
• Data-driven mindset, with experience analyzing customer behavior and engagement metrics to inform decisions.
• Strong project management and stakeholder collaboration skills, with experience working cross-functionally in fast-paced environments.
• Familiarity with customer journey mapping, digital adoption frameworks, and CX best practices.
• A customer-first mentality with a deep understanding of customer needs, pain points, and behaviors.
• Experience with automation, segmentation, and A/B testing for customer engagement initiatives.
• Knowledge of customer analytics tools (e.g., Google Analytics, Mixpanel, Amplitude) to track in-app behavior.
• Familiarity with customer support tools, CRM platforms, and product analytics tools (e.g., Salesforce, Zendesk, Gainsight, HubSpot).
• Understanding of basic HTML/CSS or UI/UX principles to collaborate effectively with design and engineering teams.
• 3-5 years of experience working in a customer services organization focusing on business systems product management (e.g., Salesforce.com)
• 5+ years of program/project management
• Experience with community management, self-service enablement, online support, web management, and/or customer engagement programs.

Responsibilities

• Develop and manage in-app proactive guidance programs (e.g., onboarding flows, feature announcements, adoption nudges, and best practice tips).
• Own the end-to-end process: from content creation and targeting strategy to execution and performance analysis.
• Collaborate with Product, Marketing, and Customer Success to align messaging, tone, and customer needs across multiple touchpoints.
• Use in-app engagement platforms to create personalized, automated guidance experiences for customers.
• Design data-driven, customer-centric in-app experiences tailored to different user segments and lifecycle stages.
• Partner with analytics teams to track customer behavior, feature adoption, and engagement patterns to inform program optimizations.
• Continuously test and refine messaging, timing, and targeting based on customer feedback and usage data.
• Design and execute cohorted customer experiences that integrate community groups, webinars, and group coaching sessions to drive adoption and engagement.
• Create scalable, high-impact digital success programs that foster customer success at scale.
• Develop engagement strategies that align with customer needs and business goals.
• Work closely with Customer Success, Marketing, and Product to ensure that programs provide real value to customers and contribute to company objectives.
• Work closely with Product, Engineering, Customer Success, Support, and Marketing to ensure in-app guidance aligns with broader company initiatives.
• Advocate for customers by ensuring that guidance is helpful, contextual, and enhances user experience rather than disrupting workflows.
• Gather feedback from internal teams and customers to improve the effectiveness of proactive in-app support.
• Define success metrics and KPIs for in-app guidance programs, such as feature adoption rates, engagement scores, and customer satisfaction.
• Monitor and analyze performance data to identify trends and opportunities for improvement.
• Present findings and insights to stakeholders, making data-backed recommendations for enhancements.

Preferred Qualifications

• Familiarity with customer journey mapping, digital adoption frameworks, and CX best practices.