Customer Digital Engagement Specialist

The Customer Digital Engagement Specialist sits within Customer Success and owns the day-to-day execution of our in-product engagement and digital community efforts for all Sembi customers.
This is a hands-on, execution-focused role centered on Pendo, digital community spaces, and lifecycle communications that help customers adopt best practices, get more value from the product, and stay engaged throughout their journey. The Specialist works closely with CSMs to scale outreach that would otherwise take manual, one-to-one effort, and partners with Product and Support to keep in-app guidance and community content accurate and relevant.

Key Responsibilities

• Design and execute customer email and in-app engagement campaigns
• Create automated customer journeys for onboarding, adoption, renewals, and expansion
• Segment customers based on behavior, lifecycle stage, or health
• Develop self-service content such as webinars, knowledge base articles, videos, and guides
• Track engagement metrics and optimize campaigns using A/B testing
• Partner with Customer Success, Product, Marketing, and Support teams
• Identify customers who may need human outreach based on digital engagement signals

Qualifications

• 1-3 years of experience in Customer Success, digital/community engagement, or customer marketing operations.
• Hands-on experience with Pendo or a comparable digital adoption/engagement platform is required.
• Comfort working with digital community platforms (forums, in-app communities, or similar) is a strong plus.
• Basic comfort with engagement/usage data and reporting tools.
• Clear, customer-friendly written communication skills.
• Organized and able to independently execute recurring programs and campaigns.
• Interest in SaaS, DevOps, or software testing is a plus; prior marketing-team experience is not required.

What Success Looks Like

• In-app Pendo programs run smoothly and measurably improve adoption for TestRail and Xray customers.
• Customers have an active digital community for peer support, tips, and best practices.
• CSMs spend less time on manual, repetitive outreach thanks to scaled digital engagement.
• At-risk accounts consistently receive timely, relevant digital touchpoints.
• Customer Success leadership has clear, regular visibility into the impact of engagement.

Key Metrics

• Product adoption
• Customer engagement rates
• Time to first value (TTFV)
• Feature adoption
• Renewal rates
• Gross and net revenue retention
• Expansion revenue influenced
• Customer health improvements
• Email open and click-through rates