Senior Digital Customer Experience Manager

Pluralsight, LLC; United States; Remote; USD 133,000 - 175,000; Full time

Benefits offered by this job

Competitive compensation

Bonus eligibility

Comprehensive medical coverage

Unlimited PTO

Wellness reimbursement

Job summary

Pluralsight, LLC is seeking a senior individual contributor to design and oversee the digital customer experience strategy from start to finish. The role will craft low-touch journeys across all segments and regions, enabling customers to realize value, stay longer, and grow without 1:1 coverage.

You will own strategy, ship initiatives, and partner with CS leadership and cross-functional teams. This is a non-management IC role focused on impact and metrics.

Qualifications

• Strong communication skills with ability to explain complex issues to varied audiences.
• Ability to translate raw usage data into clear journey logic and tell the data story.
• Self-directed execution from strategy to shipped work without handoffs.
• Comfort with ambiguity and shifting priorities, balancing data with customer understanding.
• Hands-on experience with Gainsight, Salesforce and/or Pendo, MBA preferred.

Responsibilities

• Build, launch, and improve digital journeys across the customer lifecycle for all segments and regions.
• Turn business needs into trigger logic and journeys, then ship them yourself.
• Create and maintain metrics and testing frameworks for digital programs.
• Analyze customer behavior to spot retention, churn risk, and expansion and refine journeys.
• Integrate Customer Education content like courses and webinars into journeys at key moments.
• Collaborate with Marketing, CS, RevOps, Support, Product, and leadership to share results.

Skills

Communication

Data storytelling

Self-directed execution

Ambiguity management

Gainsight

Education

Bachelor's degree

Tools

Salesforce

Pendo

Gainsight

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 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.

About us

Pluralsight 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 requirements

Work is performed in an office (or home office) environment and requires the ability to operate office equipment and keyboards.

EEOC & accommodations statement

Bring 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 transparency

The 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.

AI use

Pluralsight 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].