Digital Customer Success Specialist - Pendo

Remote, US

At Constant Contact, we are seriously awesome people who take ownership and make an impact by operating with the mindset, integrity and courage of a small business owner. There’s something so profoundly rewarding about knowing that your work is empowering people everywhere to pursue their dreams. Here, we all play an integral part in helping business owners, entrepreneurs, non-profits and individuals to succeed by giving them all the help and tools they need to grow online.

We’re energized by new challenges and new possibilities-and we’re just getting started!

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

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

What you’ll do

You’ll work 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.
• Work across the organization to research and answer complex questions related to customer lifecycle journeys and in-app messaging logic.

Partner with technical, product, and data teams:

• Conduct data discovery and profiling to understand app usage, map feature and page tags, and ensure proper metadata flow between systems.
• Partner with the team to 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 Hub Spot.
• 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.
• 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 Churn Zero, or CRMs, such as Salesforce or Hub Spot.

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.

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…