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Salary: USD 67,840 - 75,000 / annual
Constant Contact is seeking a Digital Customer Success Specialist to lead the strategy and execution of in-product messaging and customer lifecycle experiences. This role bridges Customer Success, Product, UX, and technical infrastructure, combining strategic stakeholder management with hands-on technical implementation.
You will partner with Product, UX, Customer Support, Marketing, and Sales to understand business priorities for onboarding, feature adoption, and retention. You'll gather detailed requirements for in-product guides, establish governance rules, manage competing stakeholder requests, and report on guide performance with data-driven recommendations. You'll also provide training and best practices on in-app messaging capabilities across the organization.
On the technical side, you'll write clean JavaScript, HTML, and CSS to build custom guide layouts, interactive UI elements, and dynamic targeting logic. You'll conduct data discovery to map feature tags, ensure proper metadata flow, and partner with teams to design and test in-app experiences including A/B tests. You'll work with webhooks, APIs, and integrations between Pendo and platforms like Salesforce, Gainsight, and HubSpot. You'll create and maintain technical documentation for tag architecture, guide logic, and segmentation rules.
This position requires someone who is self-directed, a creative problem solver, and comfortable in a fast-paced environment. You'll manage multiple projects simultaneously while communicating effectively at all organizational levels—translating business concepts into technical understanding and vice versa.
**Requirements:**
- 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 (e.g., Gainsight PX) is required
- Strong technical proficiency in JavaScript, HTML/CSS, custom event tagging, and API integrations
- Eye for graphic and UI design; ability to build polished, visually appealing, brand-aligned guides
- Experience analyzing guide performance, user pathways, and downstream adoption with intermediate analytics knowledge
- Experience integrating in-product messaging platforms with Customer Success platforms (Gainsight, ChurnZero) or CRMs (Salesforce, HubSpot)
- Ability to manage multiple projects in a fast-paced environment
- Strong analytical and project management skills
- Excellent verbal and written communication skills
- Self-motivated learner who can understand business concepts and translate them into technical solutions
