Build and optimize in-product customer experiences using Pendo, JavaScript, HTML, and CSS. Manage onboarding, feature adoption, retention messaging, guide governance, segmentation, analytics, A/B testing, documentation, and integrations with customer success platforms and CRMs. Partner with Product, UX, Support, Marketing, Sales, data, and technical teams to translate business goals into effective digital customer journeys.

Own the technical infrastructure supporting paid media measurement and performance marketing. Responsibilities include administering Google Tag Manager, implementing server-side APIs and offline conversion workflows, auditing tracking, managing QA and anomaly resolution, syncing first-party audiences, enforcing UTM governance, and bridging marketing with engineering. The role requires deep expertise in ad platforms, tracking technologies, web code, analytics, CRM data, and privacy-related measurement changes while remaining highly hands-on.

Retain customers considering cancellation or downgrade through consultative conversations, objection handling, personalized recommendations, and targeted save offers. Resolve underlying issues with cross-functional teams, document cancellation reasons, monitor retention metrics, and support process improvements. The role requires strong communication, negotiation, analytical judgment, product knowledge, and experience meeting retention or quota-based goals.