Senior Digital Customer Experience Manager

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 customerPrefe