8+ years of experience in cross-functional initiatives as an individual contributor
3+ years of hands-on experience with CRM platforms and sales operations data
Proven track record in designing and implementing customer journeys for various business sizes
Experience with data analytics tools to analyze customer behavior
Familiarity with Gainsight, Salesforce, and/or Pendo preferred
MBA is a plus
Responsibilities
Build and enhance digital customer journeys across all segments and regions
Translate business needs into actionable communication strategies
Develop metrics and testing frameworks to evaluate digital program effectiveness
Analyze customer behavior data to identify retention and churn patterns
Integrate Customer Education content into customer journeys to enhance engagement
Collaborate with various teams to share insights and results with leadership
Benefits
Flexible work environment with a blend of remote and on-site collaboration
Mission-driven culture focused on tech upskilling and impactful work
Inclusive workplace fostering belonging and contribution
Opportunities for continuous learning and skill expansion
Comprehensive medical coverage and wellness reimbursement
Unlimited PTO and professional development funds
Full Job Description
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 requirements
Work is performed in an office (or home office) environment and requires the ability to operate office equipment and keyboards.
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About Pluralsight
Pluralsight is an online education company that offers a variety of courses in software development, IT operations, and creative professions. The company was founded in 2004 and is headquartered in Farmington, Utah. Pluralsight has partnerships with a number of major tech companies, including Microsoft, Google, and Adobe. The company went public in 2018 and is traded on the NASDAQ under the ticker symbol PS.
