Digital Customer Success Specialist

Job Description

Job DescriptionDescription:

Momentus is looking for a Digital Customer Success Specialist to join our Digital CS team. In this role, you'll sit under the Digital Customer Success Manager and be a key driver of scalable, tech-touch programs that help our customers get maximum value from the Momentus platform. You'll own the day-to-day execution of digital programs across email campaigns, in-app engagement, community, and customer education — all designed to drive adoption, reduce risk, and build a thriving customer base.

This is an execution-heavy role that also requires strategic thinking. You'll be comfortable analyzing performance data, iterating on programs, and collaborating cross-functionally with CS, Product, and Marketing.

Responsibilities:

Lifecycle, Risk & Adoption Email Campaigns

• Build and manage automated email campaigns that guide customers through onboarding, activation, and ongoing adoption milestones
• Identify at-risk accounts using health score signals and deploy targeted risk intervention sequences
• Collaborate with CSMs to align digital touchpoints with human-led plays across the customer journey
• Monitor campaign performance (open rates, click-through, conversion) and continuously optimize messaging and timing

In-App Engagement & Guides

• Design and launch in-app guides, product tours, tooltips, and banners that drive feature discovery and usage
• Partner with Product to align in-app messaging with release cycles, beta programs, and adoption goals
• Use in-app analytics to identify friction points and build contextual help experiences that reduce support burden
• A/B test guide content and placement to improve completion and engagement rates

Customer Community

• Own day-to-day strategy and management of Momentus' online customer community platform
• Create and curate content that drives participation — including product tips, use cases, announcements, and discussions
• Build and execute programs that grow community membership, increase engagement, and surface customer advocates
• Monitor community health metrics and report on growth, activity, and sentiment

Customer Webinars

• Manage end-to-end logistics and promotion for monthly customer webinars, including scheduling, platform setup, speaker coordination, and post-event follow-up
• Partner with CSMs, Product, and Marketing to develop relevant webinar topics aligned to customer needs and the product roadmap
• Track registration, attendance, and engagement metrics; iterate on format and promotion to grow audience over time
• Repurpose webinar content into community posts, email follow-ups, and on-demand resources

Customer Education

• Create new customer learning content including quick-start tutorials, how-to videos, and structured learning courses that help users build confidence and competency in the Momentus platform
• Leverage a variety of tools and formats — including video, interactive modules, written guides, and knowledge base articles — to meet customers where they learn best
• Coordinate with internal SMEs across Product, Implementation, and CS to identify gaps in the learning library and prioritize new content development
• Help design and launch a Momentus Certification Program, enabling users to demonstrate platform proficiency and driving deeper product engagement

Requirements:

• 2–3 years of experience in Customer Success, Marketing Operations, or a digital/tech-touch CS function
• Hands-on experience with email automation platforms (e.g., Gainsight, Totango, HubSpot, Marketo, or similar)
• Familiarity with in-app engagement tools such as Pendo, Appcues, or Intercom
• Experience managing or contributing to an online customer community platform (e.g., Higher Logic, Vanilla, Khoros, or similar)
• Strong project management skills — you can juggle multiple programs, deadlines, and stakeholders
• Data-driven mindset: comfortable pulling reports, interpreting campaign metrics, and using insights to drive results
• Clear, concise written communication — you write emails and content that receive engagement
• Collaborative and proactive; you surface problems early and bring solutions