Digital Customer Success Specialist - Pendo

Constant Contact

19h•$67,840 - $75,000•Remote

About The Position

Constant Contact’s Digital Success team is seeking a Digital Customer Success Specialist to help guide, engage, and deliver value to customers through in-product messaging. The role bridges Customer Success strategy, product design, and technical data infrastructure, working with Product, UX, Customer Support, Marketing, Sales, and technical and data teams. The specialist will support customer onboarding, feature adoption, and retention by building and optimizing in-product experiences and using performance data to recommend improvements. The position calls for hands-on experience with Pendo or similar tools, JavaScript, HTML/CSS, event tagging, APIs, integrations, and analytics. The role is identified as remote in the job tags, while the company describes its overall workforce model as hybrid, combining remote work with access to offices for collaboration, training, and socializing. The stated salary range is $67,840–$75,000 USD. Some roles may be eligible for additional on-target commission or bonus. The compensation package includes health and welfare benefits and paid leave.

Requirements

At least 3 years of experience in Digital Customer Success, In-Product Messaging, or Product Operations.
Hands-on experience building, managing, and optimizing in-product experiences using Pendo or similar tools, such as Gainsight PX.
Proficiency in JavaScript, HTML/CSS, custom event tagging, and API integrations.
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.
Strong analytical and project management skills, and a collaborative working style.
Excellent verbal and written communication skills.
Ability to communicate with people at all levels of the organization and with business and technical peers.
Self-motivation and the ability to learn productively, understand business concepts, and translate them into technical understanding.

Responsibilities

Understand stakeholders’ strategic priorities for customer onboarding, feature adoption, and retention messaging.
Manage relationships and expectations for day-to-day project delivery.
Gather detailed requirements for in-product guides and messages supporting customers throughout their lifecycle.
Establish guide frequency rules, manage visual governance, and recommend next steps when stakeholder requests compete.
Report on guide performance and provide data-driven recommendations on which guides to iterate, expand, or sunset.
Provide training and best practices for in-app messaging capabilities and reporting.
Research and answer complex questions about customer lifecycle journeys and in-app messaging logic.
Write 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 technical, product, and data teams 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.