Digital Customer Success Specialist

Role overview Design digital experiences that guide customers through important stages of their relationship with a product or service. This role connects customer journey strategy with data quality, automated communications, and learning resources, helping users progress while giving internal teams a clearer way to understand engagement and drop-off.

Responsibilities - Work with teams across community, marketing, sales, product, and customer support to align lifecycle initiatives with business priorities. - Map customer workflows, identify key milestones and points of friction, and design digital interventions to help users make progress. - Incorporate education and learning resources into customer journeys at relevant points. - Audit and clean customer attributes, lifecycle stages, and interaction data so automated paths trigger accurately. - Build, test, and launch digital communication flows and interactive learning journeys using the organization’s tools. - Partner with analytics teams to define measures, assess journey performance, and maintain journey maps, process documentation, and data logic.

Requirements - At least three years of experience in customer lifecycle management, journey design, digital success, or customer enablement. - A track record designing lifecycle journeys, digital interventions, or integrated customer education programs. - Strong analytical and data auditing skills, including checking and cleaning customer interaction data. - Experience coordinating initiatives across functions such as marketing, sales, community, and customer success. - Ability to manage multiple projects, stay organized, and communicate clearly while aligning priorities across teams. - Self-directed, detail-oriented, and able to develop engagement frameworks or enablement materials from the ground up.

Benefits and work setup The role uses a hybrid work model combining remote work with access to offices for collaboration, training, and team events. A competitive benefits package and paid time off are described as supporting employee and family well-being.