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MNTN is a Connected TV advertising platform that simplifies running TV ads through self-serve technology. The Digital Strategy & Experience team, part of Engineering, owns how customers experience products beyond the core platform.
You'll join as a senior individual contributor reporting to the Director of Digital Strategy & Engagement. This is a builder role focused on scaling MNTN's in-app customer experience from a foundation into a data-informed, measurable system.
Key responsibilities:
- Build and own the customer journey framework across onboarding, activation, adoption, expansion, and renewal, defining moments and in-app experiences that drive progression.
- Develop data-informed customer personas using behavioral and lifecycle insights, translating them into targeting, messaging, and engagement strategies.
- Own the in-app messaging channel end-to-end: intake, prioritization, deployment, optimization, and retirement of messages, guides, and workflows.
- Design and launch targeted in-app campaigns for onboarding, education, feature adoption, and expansion, including vertical-specific experiences with Revenue teams.
- Partner with Product, Engineering, Content, and Revenue teams to build release engagement plans with defined audience, channel, message, timing, and success metrics.
- Design and evaluate A/B and multivariate experiments to understand engagement drivers and continuously improve journeys.
- Establish reporting and feedback loops that turn performance data into actionable recommendations for cross-functional teams.
- Maintain high standards for in-app customer experience, ensuring messaging is clear, accurate, consistent, and relevant.
Success means establishing a clear, data-informed journey framework that teams use across the customer lifecycle; ensuring releases have defined engagement plans before launch; measurably improving outcomes like activation and adoption; and becoming a shared reference point for how MNTN engages customers in-product.
You bring 5+ years in digital engagement, lifecycle marketing, product operations, or related fields, with hands-on experience building journeys and personas. You have experience with in-app platforms like Intercom or Pendo, behavioral/lifecycle data analysis, go-to-market support, A/B testing, and strong product instincts. You're comfortable bringing structure to ambiguity with a builder mindset.
