Digital Customer Success Specialist

At Constant Contact, we are a team of passionate individuals who thrive on ownership and making an impact. Our mission is deeply rewarding—empowering people worldwide to pursue their dreams by providing the tools and support they need to grow online. We’re driven by new challenges and endless possibilities.

Do you love a challenge? Are you passionate about using technology and in-product messaging to solve customer problems? This role is for you.

The Digital Success team is looking for a Digital Customer Success Specialist to help revolutionize how we guide, engage, and deliver value to our customers, playing a pivotal role in the future success of the company.

The ideal candidate will have a deep appreciation for the customer lifecycle and strong technical skills, including JavaScript, HTML/CSS, API integrations, and event tracking. You should be self-directed, a creative problem solver, and able to thrive in a fast-paced environment. This position bridges the gap between Customer Success strategy, product design, and technical data infrastructure.

What You’ll Do

You’ll collaborate closely with Product, UX, Customer Support, Marketing, and Sales:

• 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 building in-product guides and messages that support customers throughout their lifecycle.
• Establish guide frequency rules, manage visual governance, and recommend next steps when stakeholder requests compete.
• Report on guide success and provide data-driven recommendations on which guides to iterate, expand, or sunset.
• Provide training and best practices on in-app messaging capabilities and reporting.
• Research and answer complex questions related to customer lifecycle journeys and in-app messaging logic.

Partner with technical, product, and data teams:

• Write clean JavaScript, HTML, and CSS to build 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 core platforms such as Salesforce, Gainsight, or HubSpot.
• Create and maintain technical documentation for tag architecture, guide logic, and segmentation rules.

Who You Are

Experience and technical skills:

• 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.
• Strong technical background with hands-on proficiency in JavaScript, HTML/CSS, custom event tagging, and API integrations.
• An eye for graphic and UI design, with the ability to build polished, visually appealing, brand-aligned guides that feel native to the product.
• Experience analyzing guide performance, user pathways, and downstream adoption, with 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.

Collaboration and working style:

• Ability to manage multiple projects simultaneously in a fast-paced environment.
• A team player with 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.
• A highly motivated and productive self-learner who can understand business concepts and translate them into technical understanding.