Digital Customer Success Specialist

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 data, digital interventions, and learning experiences to guide customers through critical milestones? This may be the role for you.

The Digital Success team is looking for a Customer Lifecycle Experience Specialist to help revolutionize how we map, optimize, and digitally support our customers’ journeys, playing an important role in driving long-term customer value and success.

The ideal candidate will have a deep appreciation for the customer journey as well as strong analytical, data auditing, and program creation skills. You should be self-directed, an empathetic problem solver, and able to build strong bridges across cross-functional teams. This position plays the important role of translating what customers want and need to accomplish into automated digital intervention paths and integrated learning experiences.

What You’ll Do: 

First and foremost, you will be closely collaborating with other departments and cross-functional teams (Community, Marketing, Direct/Indirect Sales, Product, and Customer Support) doing the following:

• Understanding business stakeholders’ strategic vision and aligning cross-team efforts around the customer lifecycle and critical “moments of truth”.
• Managing relationships and expectations across Marketing, Community, Sales, and CS related to day-to-day delivery of digital interventions and enablement initiatives.
• Deeply analyzing customer workflows to understand what users want to accomplish, mapping out journey paths, and designing digital intervention steps to drive customers forward.
• Integrating learning path strategies into the customer journey to ensure education and enablement support users at exact points of need.
• Working across the organization to research and solve complex challenges related to customer progression, drop-off points, and digital engagement.

You will also be working directly with our technical, data, and analytics teams doing the following:

• Conducting rigorous data auditing, verification, and data clean-up across customer attributes, lifecycle stages, and interaction data to ensure accurate triggering of digital paths.
• Building, testing, and deploying new digital intervention frameworks, automated communication flows, and interactive learning journeys across our digital toolstack.
• Partnering with analytics teams to establish measurement frameworks, evaluate lifecycle path performance, and report on progression metrics.
• Creating and maintaining comprehensive process documentation, journey maps, and data logic definitions for lifecycle interventions.

Who You Are:

• 3+ years’ experience in Customer Lifecycle Management, Customer Journey Design, Digital Success, or Customer Enablement.
• Proven track record of designing customer lifecycle paths, digital interventions, and integrated learning/education programs.
• Strong data auditing and analytical skills with experience inspecting, verifying, and cleaning customer interaction data to maintain system health.
• Demonstrated success acting as a collaborative hub between cross-functional partners (Community, Marketing, Direct/Indirect Sales, and Customer Success).
• Highly creative builder with a passion for designing brand-new engagement frameworks, lifecycle models, and enablement materials from scratch.
• Ability to manage multiple multi-departmental initiatives simultaneously in a fast-paced environment.
• Strong project management and organization skills with high attention to detail.
• Excellent interpersonal skills with the ability to communicate, negotiate, and align priorities across all levels of the organization.
• Highly motivated self-learner who can translate complex customer needs into clear, actionable, and scalable digital paths.

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

$68,640—$85,800 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 [email protected].

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 © consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35©

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.

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.