Digital Customer Success Specialist

Overview

Own the community and digital-engagement workstream within Digital Customer Success, which provides structured, scalable engagement for customers outside dedicated one-to-one coverage.

What you'll do

• Administer online customer community spaces, roles, permissions, onboarding, approvals, notifications, moderation and analytics.
• Run operating cadences across multiple product communities and support new community launches.
• Maintain content calendars and coordinate sourcing, review, scheduling and publishing of value-led posts, polls, events, release information and webinar content.
• Own recurring coordination with product and marketing stakeholders, including agendas, action tracking, approval routes and community roadmaps.
• Execute structured customer introduction, invitation, re-engagement and information campaigns using validated contacts and account-owner alignment.
• Coordinate pre-survey awareness, recipient alignment and follow-up inputs supporting customer-feedback programmes (VOC and NPS).
• Manage shared mailboxes, communication templates, audience logic, response ownership and applicable opt-out or marketability controls.
• Increase qualified membership and participation and identify appropriate customer stories, testimonials and advocacy opportunities.
• Partner with account teams, Solution Consultants, Product Management, Product Marketing, IT and platform partners to remove dependencies.
• Track membership, reach, publishing cadence, engagement and outreach response; maintain SOPs, access records and repositories.

What you'll need

• 3–6 years in community management, digital customer engagement, customer marketing, Customer Success or comparable work.
• Bachelor's degree in Marketing, Communications, Business, Engineering or a related discipline; equivalent relevant experience may be considered.
• Hands-on experience administering an online community or digital engagement platform.
• Strong professional writing, content curation and editorial judgement across posts, events, newsletters and customer communications.
• Experience with structured email outreach, audience segmentation and basic communication-compliance concepts.
• Ability to manage multiple stakeholder groups, approval flows, calendars and commitments with disciplined follow-through.
• Ability to track and explain community or outreach performance using practical engagement metrics.
• Strong organisation across trackers, minutes, action logs, content calendars and document repositories.

Nice to have

• Experience with Mighty Networks, Higher Logic, Khoros or a comparable platform.
• Experience supporting VOC, NPS or broader customer-experience programmes.
• Exposure to community analytics, advocacy, customer stories, event or webinar promotion.
• Familiarity with CRM or a Customer Success platform and B2B enterprise software.
• Basic design awareness for banners, landing pages and social-style content assets.

Details

• Location: Pune (EMR).