Digital Customer Success Specialist - Pendo at Constant Contact

Job description

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. Work with webhooks, APIs, and data integrations between Pendo and core platforms such as Salesforce, Gainsight, or HubSpot. Create and maintain technical documentation for tag architecture, guide logic, and segmentation rules. Who you are Experience and technical skills: 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, such as Gainsight PX is required. Strong technical background with hands-on proficiency in JavaScript, HTML/CSS, custom event tagging, and API integrations. An eye for graphic and UI design, with the ability to build polished, visually appealing, brand-aligned guides that feel native to the product. Experience analyzing guide performance, user pathways, and downstream adoption, with intermediate knowledge of analytics tools. Experience integrating in-product messaging platforms with Customer Success platforms, such as Gainsight or ChurnZero, or CRMs, such as Salesforce or HubSpot. Collaboration and working style: Ability to manage multiple projects simultaneously in a fast-paced environment. A team player with strong analytical and project management skills. Excellent verbal and written communication skills. Ability to communicate at all levels of the organization and with business and technical peers. A highly motivated and productive self-learner who can understand business concepts and translate them into technical understanding. #LI-HK1 #LI-Remote The specific salary offered to a candidate may be influenced by a variety of factors including the candidate’s experience, their education and work location. In addition, some roles may be eligible for additional on target commission pay or bonus. The compensation package includes health and welfare benefits including paid leave. Pay Transparency - All Full Time Employees $67,840 — $75,000 USD Why You’ll Love Us: We celebrate one another’s differences. We are proud of our culture of diversity and inclusion, and we're always working hard to strengthen and improve this culture. We have programs in place that bring us together on important issues and provide educational opportunities for all employees. Join the experts. If you're passionate about supporting businesses and organizations, you won’t find a better spot to share your talent. We’re dedicated to improving the quality of our product from a customer standpoint and have a true desire to enable the success of businesses, non-profit organizations, and community groups. You’ll have opportunities to grow your career. We encourage and support our team members to learn different aspects of the business, take on stretch assignments, seek coaching opportunities and professional development opportunities. A generous paid time off policy and a competitive benefits package that supports the health and well-being of you and your family At Constant Contact, we’re all about work flexibility and are proud to serve our customers as a hybrid workforce. Our hybrid work model combines the convenience of remote work with access to our great office locations to collaborate in-person, participate in live trainings, and socialize with colleagues. Application Deadline: 30 days. We may fill this job opening prior to the deadline if a candidate is selected by us. Vision6 Pty Limited is an affiliate of Constant Contact, Inc. and a part of the Constant Contact group of brands. Constant Contact is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender, gender identity, national origin, citizenship, age, disability, sexual orientation, genetic information, veteran status or any other status protected under applicable law. If you require accessibility assistance applying for open positions, please contact talentacquisition@constantcontact.com. The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c) It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. At Constant Contact, we respect personnel privacy and are committed to protecting the personal information we obtain and maintain from both current, former, and prospective employees. We maintain this Personnel Global Privacy Notice (this “Notice”) in compliance with applicable privacy laws, including the California Consumer Privacy Act (the “CCPA”) and the UK General Data Protection Regulation (collectively, the “Data Protection Laws”). Click here for a full copy of our General Personnel Privacy Notice. Notice to Recruiters and Staffing Agencies: Constant Contact has an internal talent acquisition department and designated career site for individuals looking to join our team. Constant Contact will not accept unsolicited resumes from any external recruiters, staffing firms, search agencies or any fee-based referrals. Any unsolicited resumes sent to directly to Constant Contact, in any capacity will be considered property of Constant Contact. Constant Contact will not pay a fee for any placement resulting from the receipt of an unsolicited resume.

Requirements

Must-haves

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.
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.
Work with webhooks, APIs, and data integrations between Pendo and core platforms such as Salesforce, Gainsight, or HubSpot.
Create and maintain technical documentation for tag architecture, guide logic, and segmentation rules.
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, such as Gainsight PX is required.
Strong technical background with hands-on proficiency in JavaScript, HTML/CSS, custom event tagging, and API integrations.
An eye for graphic and UI design, with the ability to build polished, visually appealing, brand-aligned guides that feel native to the product.
Experience analyzing guide performance, user pathways, and downstream adoption, with intermediate knowledge of analytics tools.
Experience integrating in-product messaging platforms with Customer Success platforms, such as Gainsight or ChurnZero, or CRMs, such as Salesforce or HubSpot.
Ability to manage multiple projects simultaneously in a fast-paced environment.
A team player with strong analytical and project management skills.
Excellent verbal and written communication skills.
Ability to communicate at all levels of the organization and with business and technical peers.

Nice-to-haves

None flagged.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

javascriptapiaccessibility

Platform: greenhouse
Effort: quick

Benefits

Benefits detected in the listing.

Vision

Paid Time Off

Professional Development