Job Description:You'll design the low-touch experience for customers across every segment and region, helping them get more value, stay longer, and grow with us, without needing 1:1 coverage. This is not a people-management role. You'll shape the strategy and ship the work yourself, partnering closely with Customer Success leadership and teams across the business. If you like turning data into action, learning as you go, and seeing your work move real metrics, you'll fit right in.
What you'll do- Build, launch, and continuously improve digital journeys across the customer lifecycle, for all segments and regions
- Turn evolving business needs into trigger logic and communication journeys, then build and ship them yourself
- Create and maintain the metrics and testing frameworks that show how well our digital programs work
- Analyze customer behavior and usage data to spot patterns that point to retention, churn risk, and expansion, then use what you find to create or refine journeys
- Weave Customer Education content, such as courses and webinars, into journeys at the right moments to boost discovery and engagement
- Partner with Marketing, Customer Success, RevOps, Support, Product, and other teams, and share insights and results with leaders across the business
What you'll bring- Strong communication skills and the ability to explain complex issues to different audiences
- The ability to turn raw usage and behavior data into clear journey logic, and to tell the story behind the data
- Self-directed execution: you can take an idea from strategy to shipped work without handing it off
- Comfort with ambiguity and shifting priorities, and decision-making that balances data with an understanding of the customer
- Preferred qualifications: Hands-on experience with Gainsight, familiarity with Salesforce and/or Pendo, and/or an MBA
Requirements- Bachelor's degree
- 8+ years building and delivering large, cross-functional initiatives as an individual contributor (separate from a people-management capacity)
- 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
- This is a remote role; however, applicants located within 45 miles of our Westlake/Dallas, TX office should expect to work on-site Tuesday through Thursday, with remote flexibility on Mondays and Fridays. This approach enables more effective collaboration, quicker decision-making, and a stronger culture, while still providing flexibility.
Why you'll love working here- We work in a blended environment that supports collaboration, flexibility, and connection across teams.
- We are mission-driven, shaping the future of tech upskillling and delivering impact that matters.
- We foster a culture of inclusion and belonging, where everyone can contribute and thrive.
- We are always learning, creating an environment where you can take on new challenges, expand your skills, and grow with purpose.
- Benefits include competitive compensation, bonus eligibility, comprehensive medical coverage, unlimited PTO, wellness reimbursement, professional development funds, and more.
Physical requirementsWork is performed in an office (or home office) environment and requires the ability to operate office equipment and keyboards.
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