Customer Digital Engagement Specialist

Sembi; Lisboa; On-site; EUR 40,000 - 60,000; Full time

Job summary

A posição de Customer Digital Engagement Specialist faz parte do Customer Success da Sembi. Você será responsável por executar engajamento dentro do produto, bem como a comunidade digital para todos os clientes da Sembi.

Pensada para atuação hands-on, a função foca em Pendo, comunidades digitais e comunicações de ciclo de vida, ajudando os clientes a adotarem as melhores práticas, extraírem mais valor do produto e manterem-se engajados ao longo da jornada.

Qualifications

• 1-3 anos de experiência em Customer Success, engajamento digital ou operações de marketing de clientes.
• Experiência prática com Pendo ou plataforma similar de adoção/engajamento.
• Conforto com plataformas de comunidade digital (fóruns, comunidades in-app, ou semelhantes).
• Conforto com dados de engajamento e ferramentas de reporting.

Responsibilities

• Desenhar e executar campanhas de e-mail e engajamento no app.
• Criar jornadas automáticas para onboarding, adoção, renovação e expansão.
• Segmentar clientes por comportamento, estágio do ciclo de vida ou saúde.
• Desenvolver conteúdo de autoatendimento como webinars, artigos da base de conhecimento, vídeos e guias.
• Acompanhar métricas de engajamento e otimizar campanhas com testes A/B.
• Colaborar com Customer Success, Produto, Marketing e Suporte.
• Identificar clientes que possam precisar de atendimento humano.

Skills

Customer communication

Organização

Autonomia

Tools

Pendo

Job description

Descrição do cargo

Sembi is the parent company behind leading AI Software Quality and DevOps tools including TestRail, Xray, Testmo, Ranorex, Kiuwan, and PreEmptive. Our products help development and QA teams ship better software with confidence, and our community is at the center of everything we do.

We're building a stronger global community of testers, developers, and security professionals. This role will help turn Sembi's audience into an engaged ecosystem that learns, shares, and advocates together.

Role Overview

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

• Time to first value (TTFV)
• Renewal rates
• Gross and net revenue retention
• Expansion revenue influenced
• Email open and click‑through rates

An Equal Opportunity Employer - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

By submitting your application, you acknowledge that Sembi, Inc. will process and retain your resume and related personal information solely for recruitment and hiring purposes. Resumes of unsuccessful candidates will be securely deleted within twelve (12) months of the hiring decision, unless a longer period is required by law or you provide explicit consent for continued retention (e.G., for consideration for future opportunities).

In compliance with applicable privacy laws, including the EU General Data Protection Regulation (GDPR), you have the right to request access to, correction of, or deletion of your personal information at any time by contacting [e-mail]. Sembi, Inc. does not sell candidate data and will ensure that all personal information is processed securely and in accordance with relevant data protection regulations.