Senior Digital Customer Experience Manager

Pluralsight

1d•$133,000 - $175,000•Hybrid

About The Position

Pluralsight is seeking a senior individual contributor to build and manage its digital customer experience strategy. This role will focus on designing a low-touch experience for customers across all segments and regions to enhance value, retention, and growth without requiring 1:1 coverage. The position is not a people-management role, but rather one where the individual will shape strategy and execute the work, collaborating closely with Customer Success leadership and other departments. The ideal candidate is adept at translating data into actionable insights, learning continuously, and driving measurable results.

Requirements

Strong communication skills and the ability to explain complex issues to different audiences.
Ability to transform raw usage and behavior data into clear journey logic and articulate the story behind the data.
Self-directed execution: capability to take an idea from strategy to shipped work independently.
Comfort with ambiguity and shifting priorities, and decision-making that balances data with customer understanding.
Bachelor's degree.
8+ years of experience building and delivering large, cross-functional initiatives as an individual contributor (separate from people management).
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.

Nice To Haves

Hands-on experience with Gainsight.
Familiarity with Salesforce and/or Pendo.
An MBA.

Responsibilities

Build, launch, and continuously improve digital journeys across the customer lifecycle for all segments and regions.
Translate evolving business needs into trigger logic and communication journeys, and implement them directly.
Create and maintain metrics and testing frameworks to evaluate the effectiveness of digital programs.
Analyze customer behavior and usage data to identify patterns related to retention, churn risk, and expansion, and use these insights to create or refine journeys.
Integrate Customer Education content, such as courses and webinars, into journeys at opportune moments to increase discovery and engagement.
Collaborate with Marketing, Customer Success, RevOps, Support, Product, and other teams, and share insights and results with leadership.