Digital Engagement Specialist

Job Description

Responsibilities

• Design and execute customer email and in-app engagement campaigns
• Create automated customer journeys for onboarding, adoption, renewals, and expansion
• Segment customers based on behavior, lifecycle stage, or health
• Develop self-service content such as webinars, knowledge base articles, videos, and guides
• Track engagement metrics and optimize campaigns using A/B testing
• Partner with Customer Success, Product, Marketing, and Support teams
• Identify customers who may need human outreach based on digital engagement signals

Qualifications

• 1-3 years of experience in Customer Success, digital/community engagement, or customer marketing operations.
• Hands-on experience with Pendo or a comparable digital adoption/engagement platform is required.
• Comfort working with digital community platforms (forums, in-app communities, or similar) is a strong plus.
• Basic comfort with engagement/usage data and reporting tools.
• Clear, customer-friendly written communication skills.
• Organized and able to independently execute recurring programs and campaigns.
• Interest in SaaS, DevOps, or software testing is a plus; prior marketing-team experience is not required.

What Success Looks Like

• In-app Pendo programs run smoothly and measurably improve adoption for TestRail and Xray customers.
• Customers have an active digital community for peer support, tips, and best practices.
• CSMs spend less time on manual, repetitive outreach thanks to scaled digital engagement.
• At-risk accounts consistently receive timely, relevant digital touchpoints.
• Customer Success leadership has clear, regular visibility into the impact of engagement

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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