Customer Lifecycle Specialist

TestgorillaTestgorilla·Remote(European Economic Area)
Other
GTM

WFA Digital Insight

As the demand for skilled digital marketing professionals continues to rise, with a notable 25% increase in paid media specialist roles in the past year, companies like Testgorilla are at the forefront of innovation. With a mission to place 1 billion people in their dream jobs, Testgorilla stands out for its commitment to skills-based talent discovery and AI-driven solutions. In this context, the role of a Customer Lifecycle Specialist is not only in high demand but also critical for driving customer success and adoption. To succeed in this role, candidates will need to bring a strong foundation in GTM, AI, and customer-centric strategies, making this an exciting opportunity for those looking to make a real impact in the industry.

Job Description

About the Role

The Customer Lifecycle Specialist role at Testgorilla is a unique opportunity to own the end-to-end customer journey, from the moment a customer signs up to every renewal. This role is pivotal in designing, building, and continuously improving the customer experience, utilizing AI to scale across every persona and use case. As a key member of the Customer Success team, you will collaborate closely with various stakeholders, including CS ops, PMM, product, and support, to ensure every customer touchpoint is connected, personalized, and relevant.

The day-to-day responsibilities of this role will involve mapping, designing, building, and launching customer journeys, as well as continuously optimizing them for better adoption, retention, and value realization. You will also be responsible for driving the GTM of new product releases and features, including release notes, in-app announcements, and evolving product narratives across customer segments.

Testgorilla's commitment to replacing bias with fairness and its relentless drive to conquer new technological frontiers make it an exciting place to work. With a global team united by high standards and a lot of heart, you will be part of a remote-first company that values innovation and customer success.

What You Will Do

  • Collaborate cross-functionally in a global, remote-first environment to uphold Testgorilla behaviors and foster an inclusive, supportive culture.
  • Own the end-to-end customer journey, including mapping, designing, building, launching, and continuously optimizing customer journeys across onboarding, activation, adoption, retention, renewal readiness, and advocacy.
  • Design, build, and execute targeted, AI-driven lifecycle campaigns across email, in-app messaging, and the help center, aligned to customer segments and behaviors.
  • Make recommendations to product to drive customer value, using AI as a core execution lever to design journeys, measure them, draft and personalize content, drive segmentation, automation, and challenge the status quo.
  • Drive GTM of new product releases and features, including release notes, in-app announcements, full GTM, and adoption, alongside product managers.
  • Evolve customer-facing education and enablement, including the knowledge base, how-to guides, walkthroughs, video tutorials, and best practices, ensuring accuracy, clarity, and impact.
  • Lead multi-channel adoption and retention initiatives, using predictive health, risk, and usage insights to deliver personalized behavioral nudges and measure success through activation, feature uptake, reduced friction, and time-to-value metrics.
  • Utilize behavioral signals, product usage data, and customer health to deliver the right message and learning at exactly the moment the user needs it.

What We Are Looking For

  • Strong written and verbal communication skills in English.
  • Passion for Testgorilla's mission to help one billion people find their dream jobs.
  • Experience in a fast-paced, remote-first environment, with the ability to thrive in such a setting.
  • Strong understanding of GTM strategies and their application in driving customer adoption and retention.
  • Experience with AI-driven solutions and their integration into customer lifecycle management.
  • Ability to collaborate cross-functionally and work effectively with various stakeholders.
  • Strong analytical skills, with the ability to analyze data and make informed decisions.
  • Experience with customer.io or similar platforms for building and executing lifecycle campaigns.
  • Knowledge of customer success metrics and how to measure and improve them.

Nice to Have

  • Experience with product management and the development of product narratives.
  • Knowledge of predictive analytics and how to apply them to customer health and risk assessments.
  • Certification in customer success or a related field.
  • Experience working with global teams and managing diverse customer bases.

Benefits and Perks

  • The opportunity to work with a cutting-edge, AI-driven platform.
  • Collaborative, remote-first work environment with a global team.
  • Professional development opportunities, including training and education in AI and customer success.
  • Competitive compensation package, including salary and benefits.
  • Flexible working hours and the ability to work from anywhere.
  • Access to the latest tools and technologies in customer lifecycle management.
  • Recognition and rewards for outstanding performance and contributions to the company's mission.

How to Stand Out

  • When applying, highlight your experience with AI-driven solutions and GTM strategies, as these are key to success in this role.
  • Showcase your ability to analyze data and make informed decisions, as well as your understanding of customer success metrics.
  • Demonstrate your passion for Testgorilla's mission and your commitment to customer-centric strategies.
  • Prepare examples of how you have collaborated cross-functionally in previous roles and how you have driven customer adoption and retention.
  • Be ready to discuss your experience with customer.io or similar platforms and how you have utilized them to build and execute lifecycle campaigns.
  • Consider creating a portfolio that showcases your work in customer lifecycle management and your ability to drive customer success through AI-driven solutions.

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