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Constant Contact
Constant Contact
1,001 – 5,000 Employees
H1B Visa SponsorConsultingMarketingSaaS
Constant Contact develops digital marketing software that helps businesses connect with their audiences and manage campaigns across email, SMS, and social media. Its suite includes AI writing assistance, templates, marketing automation, app integrations, and campaign reporting. The company serves small businesses as well as franchises, enterprises, and agencies, and hires as a SaaS provider in the marketing sector.
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Digital Customer Success Specialist

Builds Pendo guides and in-product messaging for Constant Contact’s online business tools. Connects customer success strategy with product design and technical data systems.

USUnited States
$67,840 – $75,000 / year
HybridFull-timeMiddleSeniorEnglish RequiredCustomer SuccessCustomer Success Manager

Description

  • Translate stakeholder priorities for onboarding, feature adoption, and retention into customer messaging.
  • Coordinate day-to-day project delivery and manage stakeholder expectations.
  • Gather requirements for lifecycle-focused in-product guides and messages.
  • Set guide frequency rules and oversee visual standards.
  • Recommend priorities when stakeholder requests conflict.
  • Measure guide performance and use data to recommend which guides to refine, expand, or retire.
  • Train colleagues on in-app messaging features and reporting practices.
  • Investigate and resolve complex questions about customer journeys and in-app messaging logic.
  • Develop custom Pendo guide layouts, interactive elements, and targeting logic with JavaScript, HTML, and CSS.
  • Analyze application usage, map feature and page tags, and verify metadata flows between systems.
  • Design and test in-app messaging, including A/B experiments.
  • Manage webhooks, APIs, and integrations between Pendo and platforms such as Salesforce, Gainsight, or HubSpot.
  • Document and maintain tag architecture, guide logic, and segmentation rules.
  • Partner with Product, UX, Customer Support, Marketing, Sales, technical, product, and data teams.

Requirements

  • At least three years of experience in digital customer success, in-product messaging, or product operations.
  • Extensive practical experience building, managing, and improving in-product experiences with Pendo or a similar tool such as Gainsight PX.
  • Practical skills in JavaScript, HTML/CSS, custom event tagging, and API integrations.
  • Ability to create polished, visually appealing guides aligned with brand and UI design standards.
  • Experience evaluating guide performance, user journeys, and subsequent adoption.
  • Intermediate familiarity with analytics tools.
  • Experience connecting in-product messaging tools with customer success platforms such as Gainsight or ChurnZero, or CRMs such as Salesforce or HubSpot.
  • Ability to handle several projects at once in a fast-paced setting.
  • Strong analytical and project management abilities.
  • Excellent spoken and written communication.
  • Ability to communicate across organizational levels with both business and technical colleagues.
  • Self-motivated, productive learner who can grasp business concepts and turn them into technical understanding.

Benefits

  • Health and welfare coverage.
  • Paid leave.
  • Diversity and inclusion programs.
  • Educational opportunities.
  • Career advancement opportunities.
  • Stretch assignments.
  • Coaching opportunities.
  • Professional development opportunities.
  • Generous paid time off.
  • Benefits package designed to support employee and family health and well-being.
  • Hybrid work flexibility.
  • Access to offices for in-person collaboration, live training, and socializing.

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