Remote job
Digital Customer Success Specialist - Pendo
Job details
About this role
Role overview
Shape how customers learn about and adopt product features through relevant in-app guidance. This role connects customer success strategy with product design and technical data systems, translating stakeholder goals into messaging journeys and polished product experiences. You’ll coordinate across business and technical teams, then use performance data to improve those experiences.
Responsibilities - Gather requirements for onboarding, feature adoption, and retention guidance, and manage delivery expectations with stakeholders. - Build and maintain in-product guides, interactive elements, and targeting logic using JavaScript, HTML, and CSS. - Set guide frequency and visual standards, and help prioritize requests when stakeholder needs compete. - Analyze guide results, user journeys, and adoption; recommend which experiences to improve, expand, or retire. - Map product pages, features, events, and metadata, and support A/B testing of messaging experiences. - Integrate messaging platforms with customer success systems or CRMs using APIs and webhooks; document tagging, guide logic, and segmentation.
Requirements - At least three years in digital customer success, in-product messaging, or product operations. - Hands-on experience building and optimizing in-product experiences with Pendo or a comparable platform. - Practical skills in JavaScript, HTML/CSS, event tagging, and API integrations. - Experience assessing guide performance, user pathways, and adoption using analytics tools. - Strong project management, analytical, written, and verbal communication skills, with the ability to manage multiple projects. - Ability to work independently, learn quickly, and explain technical concepts to business and technical partners.
Nice to have - Experience connecting messaging tools with customer success platforms or CRMs such as Gainsight, ChurnZero, Salesforce, or HubSpot. - An eye for interface design and the ability to create polished guides that fit naturally into a product.
Benefits and work setup - The listing identifies the role as remote.