Customer Digital Engagement Specialist

About the role

The Customer Digital Engagement Specialist joins the Customer Success team at Sembi to drive in‑product engagement and nurture the digital community for all customers. The role focuses on creating automated journeys, email and in‑app campaigns, and self‑service content that help users adopt best practices, extract value from Sembi’s testing and DevOps tools, and stay engaged throughout their lifecycle.

Key responsibilities

• Design, launch and optimise customer email and in‑app engagement campaigns using Pendo.
• Create automated journeys for onboarding, adoption, renewal and expansion phases.
• Segment customers by behaviour, lifecycle stage or health indicators.
• Develop self‑service assets such as webinars, knowledge‑base articles, videos and guides.
• Track engagement metrics, run A/B tests and continuously improve campaign performance.
• Collaborate with Customer Success Managers, Product, Marketing and Support to keep guidance and community content accurate.
• Identify at‑risk accounts through digital signals and trigger timely outreach.

Required profile

• 1‑3 years of experience in Customer Success, digital/community engagement or customer marketing operations.
• Hands‑on experience with Pendo or a comparable digital adoption platform.
• Comfort working with digital community platforms (forums, in‑app communities, etc.).
• Basic familiarity with engagement/usage data and reporting tools.
• Strong, customer‑friendly written communication skills and ability to work independently.

Required skills

• Pendo (digital adoption/engagement platform)