Digital Customer Success Specialist – Community & Customer Engagement

About the role

The Digital Customer Success Specialist will own and operate our online customer community, delivering scalable engagement for customers outside dedicated manager coverage. Working from our Pune delivery centre, you will support customers across APAC, EMEA and the Americas through community management, content operations and data‑driven outreach.

Key responsibilities

• Administer the online community platform – set up spaces, manage roles, onboard members and monitor analytics.
• Run operating cadence for multiple product user communities and launch new communities.
• Maintain the content playbook and calendar; draft, schedule and publish posts, polls, events and webinars.
• Coordinate recurring syncs with product management and marketing, handling agendas, minutes and action tracking.
• Execute phased, structured customer outreach communications across regions.
• Enable VOC/NPS surveys – align recipients, raise awareness and support closed‑loop processes.
• Manage community mailboxes and campaigns, ensuring compliance with opt‑out and marketability rules.
• Drive community growth – increase qualified membership, re‑engage members and surface success stories.
• Partner with account teams, solution consultants, product groups, marketing, IT and external platform partners.
• Track membership, publishing cadence, reach and engagement; maintain SOPs and documentation.

Required profile

• 3–6 years of experience in community management, digital customer engagement, customer marketing or Customer Success, preferably in B2B enterprise software.
• Proven ability to administer community platforms and analyse engagement metrics.
• Experience coordinating cross‑functional stakeholder relationships and managing outreach campaigns.

Required skills