Customer Lifecycle Specialist

Job Summary

The Customer Lifecycle Specialist designs, maps, builds, and optimizes the end-to-end customer journey inside Customer.io to maximize account activation, feature adoption, and logo retention. Core day-to-day responsibilities include drafting behavior-triggered email campaigns, collaborating with Product Management on feature releases, writing clear educational guides and help center articles, using AI content platforms to scale messaging variations, and reviewing product usage metrics to eliminate friction points in the customer onboarding experience.

Required Education

• Minimum Required: Bachelor’s degree in Marketing, Business Administration, Communications, Computer Science, Information Systems, or a related professional field.
• Alternative Pathway: Significant, verified hands-on industry experience running high-volume B2B digital lifecycle automation systems will be accepted in place of a traditional degree.

Required Experience Parameters

• Minimum Required Industrial Experience: 3+ years of verified professional experience operating in B2B Lifecycle Marketing, Customer Marketing, Digital Customer Success, or Customer Enablement Operations.
• Technical Automation Mastery: Deep, hands-on experience building and launching behavior-triggered customer journeys inside Customer.io or a closely comparable lifecycle automation engine (e.g., Hubspot, Marketo, Braze).
• AI Tooling & Technical Fluency: Proven experience using advanced AI content platforms, segmentation tools, and automated workflows to personalize messaging scales and analyze large customer data records.
• Content & Copywriting Portfolio: Strong professional history managing customer education assets (such as knowledge bases, video tutorials, or in-app guidance) with a focus on writing for action rather than info-dumping.

Key Responsibilities

1. End-to-End Journey Architecture & Customer.io Management (30%)

• Map Customer Journeys: Outline, configure, and maintain the overarching customer journey across key milestones: onboarding, initial activation, feature adoption, renewal prep, and brand advocacy.
• Code Behavioral Triggers: Build target segmentation rules inside Customer.io, linking automated communication flows directly to real-time product usage statistics and customer health variables.
• Optimize Funnel Paths: Run split-tests on lifecycle paths, behavioral emails, and push alerts to identify and clear out onboarding bottlenecks.
• Feed Insights to Product: Provide clear feedback and suggestions to product engineering teams to align in-app interfaces with external onboarding communications.

2. High-Velocity GTM Feature Releases & Product Adoption (25%)

• Support Product Launches: Partner with Product Managers and Product Marketing Managers to execute Go-To-Market adoption plans for new platform features.
• Author Product Documentation: Create and publish release notes, clear feature summaries, and targeted in-app banners tailored to specific user segments.
• Minimize Time-to-Value: Use predictive account data to trigger automated nudges that guide low-engagement accounts toward high-value software tools.
• Unify Communication Style: Ensure every customer touchpoint across the platform offers a consistent brand voice, clear context, and a focus on customer success.

3. AI Execution Expansion & Data Analysis (25%)

• Scale Outreach with AI: Use advanced AI content generation tools to quickly draft, translate, and personalize lifecycle messaging options for various customer profiles.
• Review Campaign Metrics: Monitor campaign success metrics using built-in dashboard analytics to measure impact on customer retention, activation, and feature uptake.
• Segment Target Lists: Combine automated AI prompts and traditional data filters to group customer lists based on behavior, location, and industry needs.
• Challenge Operational Frameworks: Experiment with new AI-driven engagement strategies to keep TestGorilla at the absolute forefront of digital customer success models.

4. Knowledge Engineering & Support Enablement (20%)

• Own the Help Center: Manage and expand the customer-facing knowledge base, keeping how-to guides, visual screenshots, and setup walkthroughs current and easy to follow.
• Script Video Guides: Write clear scripts and produce step-by-step video tutorials and feature explainers focused on driving user action.
• Sync with Support Teams: Coordinate regularly with Customer Support and Success teams to transform incoming user tickets into proactive educational content.
• Clean Outdated Content: Run monthly audits across all customer-facing documentation to remove old feature details, verify resource links, and maintain clear explanations.

Core Competencies & Skills

• Advanced Technical Writing: Exceptional ability to translate complex software configurations into simple, action-oriented English documentation.
• Analytical Mindset: Highly analytical approach to tracking user behaviors, converting system logs and engagement metrics into successful retention strategies.
• Remote Cross-Collaboration: Strong communication and interpersonal skills, comfortable collaborating with Product, Operations, and Marketing teams in a remote, asynchronous environment.
• Project Management: Excellent organizational skills, comfortably managing multiple campaign launches and content updates simultaneously within tight turnarounds.
• Mission-Driven Values: A true commitment to TestGorilla's mission of promoting workplace fairness, objectivity, and skills-based hiring.

Expected Outputs & Deliverables

• Fully automated, behavior-driven onboarding and renewal journeys active within Customer.io.
• Clear GTM adoption toolkits, update notes, and in-app guides for all major software releases.
• A well-organized, comprehensive knowledge base with accurate technical documentation and step-by-step video tutorials.
• Regular performance reports showing campaign impacts on customer activation, feature retention, and time-to-value milestones.

Skills Required:

• Communication / Pr / Journalism
• Computer / Software / It / Data
• Sales / Marketing / Business / Management