Digital Customer Success Specialist

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.

The ideal candidate will have a deep appreciation for the customer lifecycle and strong technical skills, including JavaScript, HTML/CSS, API integrations, and event tracking. You should be self-directed, a creative problem solver, and able to adjust to a fast-paced environment. This position bridges the gap between our Customer Success strategy, product design, and technical data infrastructure.

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:

• Write clean JavaScript, HTML, and CSS to build custom Pendo guide layouts, interactive UI elements, and dynamic targeting logic.
• 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.