Senior Digital Customer Experience Manager

Pluralsight

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Remote

Quick summary

Work type: Remote
Location: Westlake, TX
Employment: Full-time
Posted: 22 days ago
Freshness: Confirmed live today
Nearby: 99+ roles within 25 mi

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About Pluralsight

Pluralsight is a technology workforce development company offering an enterprise technology skills platform with thousands of courses, assessments, and learning paths in technology and development. Industry: Technology Education & Training

Pluralsight currently has 2 open roles on FindRole.

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At a glance

TL;DR · Senior Digital Customer Experience Manager

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JOB TITLE: Senior Digital Customer Experience Manager As a senior individual contributor within the Customer Success team, you will build and run the digital customer experience strategy from start to finish. You will design low-touch experiences for customers across all segments and regions, turning business needs into trigger logic and communication journeys. Your daily work involves building and shipping digital journeys, creating metrics and testing frameworks, and analyzing customer behavior data to identify patterns regarding retention, churn risk, and expansion. You will weave customer education content into these journeys to boost engagement. Required skills include experience with CRM platforms, GTM/sales operations data, and data/analytics tools. You should have hands-on experience with Gainsight, Salesforce, and Pendo. This role solves the problem of providing scalable, automated customer value without requiring 1:1 coverage.

Skills

Gainsight Salesforce Pendo CRM data/analytics SaaS Trigger Logic Customer Experience Strategy Webinars Machine Learning Cloud Computing Cybersecurity Artificial Intelligence

What you'll do

Build, launch, and continuously improve digital customer journeys across all segments and regions.
Convert business needs into trigger logic and communication journeys and ship the work independently.
Create and maintain metrics and testing frameworks to measure the effectiveness of digital programs.
Analyze customer behavior and usage data to identify patterns related to retention, churn, and expansion.
Integrate customer education content like courses and webinars into automated journeys to boost engagement.
Share data-driven insights and results with leadership and cross-functional teams across the business.

What we're looking for

8+ years of experience building and delivering large, cross-functional initiatives as an individual contributor.
3+ years of hands-on experience with CRM platforms and GTM/sales operations data.
Demonstrated experience designing and personally implementing customer journeys or programs spanning SMB through enterprise.
Hands-on experience using data/analytics tools to analyze customer behavior data.
Experience working within a SaaS sales and renewal cycle.
Strong communication skills and the ability to turn raw usage data into clear journey logic.
Hands-on experience with Gainsight, familiarity with Salesforce and/or Pendo, and/or an MBA (preferred).

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