Senior Digital Customer Experience Manager

Pluralsight; Dallas (TX); Hybrid; USD 133,000 - 175,000; Full time

Benefits offered by this job

Competitive compensation

Bonus eligibility

Medical coverage

Unlimited PTO

Wellness reimbursement

Professional development funds

Job summary

Pluralsight is seeking a senior individual contributor to design and run the digital customer experience strategy across segments and regions. You will build low-touch journeys that drive adoption, retention, and expansion without 1:1 coverage.

You will partner with Marketing, Customer Success, RevOps, Support, and Product to ship experiments, measure impact, and embed Education content into journeys for maximum engagement.

Qualifications

• Bachelor's degree required; MBA preferred.
• 8+ years delivering large cross-functional initiatives as an IC.
• 3+ years using CRM platforms and GTM/sales operations data.
• Experience designing and implementing customer journeys across SMB through enterprise.
• Experience in SaaS sales/renewal cycles is a plus.

Responsibilities

• Build, launch, and optimize digital customer journeys across lifecycle for all segments.
• Translate business needs into trigger logic and journeys; ship them end-to-end.
• Develop metrics and testing frameworks to measure program effectiveness.
• Analyze usage data to identify retention, churn risk, and expansion signals.
• Weave Customer Education content into journeys to boost engagement.
• Collaborate with Marketing, Success, RevOps, Support, Product, and leadership.

Skills

Strong communication

Data-driven storytelling

Self-direction

Ambiguity tolerance

Education

Bachelor's degree

MBA (preferred)

Tools

Gainsight

Salesforce

Pendo

Job description

Job Description:Pluralsight helps the world's tech workforce build the skills that drive innovation, and Customer Success is where that mission meets our customers every day. We're looking for a senior individual contributor to build and run our digital customer experience strategy from start to finish. 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 doBuild, launch, and continuously improve digital journeys across the customer lifecycle, for all segments and regionsTurn evolving business needs into trigger logic and communication journeys, then build and ship them yourselfCreate and maintain the metrics and testing frameworks that show how well our digital programs workAnalyze 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 journeysWeave Customer Education content, such as courses and webinars, into journeys at the right moments to boost discovery and engagementPartner with Marketing, Customer Success, RevOps, Support, Product, and other teams, and share insights and results with leaders across the businessWhat you'll bringStrong communication skills and the ability to explain complex issues to different audiencesThe ability to turn raw usage and behavior data into clear journey logic, and to tell the story behind the dataSelf-directed execution: you can take an idea from strategy to shipped work without handing it offComfort with ambiguity and shifting priorities, and decision-making that balances data with an understanding of the customerPreferred qualifications: Hands-on experience with Gainsight, familiarity with Salesforce and/or Pendo, and/or an MBARequirementsBachelor's degree8+ 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 dataDemonstrated experience designing and personally implementing customer journeys or programs spanning SMB through enterpriseHands-on experience using data/analytics tools to analyze customer behavior dataExperience working within a SaaS sales and renewal cycleThis 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 hereWe 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.About usPluralsight provides the only learning platform dedicated to accelerating the technology skills and capabilities of today's tech workforce. Thousands of companies, government organizations and individuals around the world rely on Pluralsight to support critical technology skill development in areas that are crucial to innovation including artificial intelligence, cloud computing, cybersecurity, software development, and machine learning. We offer highly curated content developed by vetted technology experts, industry leading skill assessments, and hands on, immersive learning experiences designed to help individuals skill-up faster.Physical requirementsWork is performed in an office (or home office) environment and requires the ability to operate office equipment and keyboards.EEOC & accommodations statementBring yourself. Pluralsight is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, or veteran status. We also consider qualified applicants with criminal histories, consistent with EEOC guidelines and local laws.If you need an accommodation to apply, interview, or perform essential job functions, please email [e-mail]. Learn more about our commitment to diversity, equity, inclusion, and belonging in our DEIB Report.Pay transparencyThe annual US base salary range for this role is $133,000 - $175,000 USD. Actual compensation will depend on location, skills, experience, and other factors. Additional benefits and bonuses may apply. Applications must be submitted within 90 days after the initial posting date to be considered.Recruiting scam noticePlease be aware of recruiting scams. We'll only contact you from an @pluralsight.com email or verified channels. We never ask for sensitive personal info or payments as part of the hiring process. All openings are posted on our Careers page.AI usePluralsight uses AI-assisted features and separate automated technology to support parts of our recruiting process — for example, to help source candidates and draft job postings/descriptions, and to help flag potentially fraudulent or bot-generated applications for review. These tools do not evaluate your qualifications or suitability for a role and are not used to make automated hiring decisions, including rejections. All evaluation and selection decisions are made by our human recruiters and hiring team. Pluralsight's complete Candidate Privacy Notice and applicable state supplements can be located here. If you have questions, please contact [e-mail].#LI-Remote#LI-SJ1About UsPluralsight provides the only learning platform dedicated to accelerating the technology skills and capabilities of today’s tech workforce. Thousands of companies, government organizations, and individuals around the world rely on our platform to support critical technology skill development in areas that are crucial to innovation, including artificial intelligence, cloud computing, cybersecurity, software development, and machine learning.We offer highly curated content developed by vetted technology experts, industry leading skill assessments, and hands-on, immersive learning experiences designed to help individuals skill-up faster.