Customer Lifecycle Specialist

About the role

As our Customer Lifecycle Specialist , you'll own how customers experience and learn about TestGorilla from the moment they sign up through to every renewal. Mapping, building and continuously improving the journeys, communications and education that drive adoption, retention and value realisation. This is an end-to-end journey owner role. You'll design the journey, build it in customer.io , write the messaging and the education that powers it, and use AI heavily to scale across every persona and every use case. You'll combine behavioral signals, product usage data and customer health to deliver the right message and learning at exactly the moment the user needs it. This role is passionate about the product and collaborates closely with CS ops, PMM, product and support and act as the translation to customer value through communication. Every customer touchpoint will be connected, personalised and relevant. This role suits someone who ambitiously uses AI, drives execution at pace and has proven ability to harness AI to analyse and drive revenue outcomes from the customer journey. Want to see what it's like to join the Customer Success team and make an impact as a Customer Lifecycle Specialist? Get an inside look in this quick video:

Responsibilities

• In this role, you will:
• Collaborate cross-functionally in a global, remote-first environment, partnering with Support, Customer Success, Product, and Product Marketing while upholding TestGorilla behaviors and fostering an inclusive, supportive culture.
• Own the end-to-end customer journey - map, design, build, launch and continuously optimise 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
• Use AI as a core execution lever - Design journeys, measure them, draft and personalise content, drive segmentation, automation and challenge the status quo if what AI augmented customer journeys look like at TestGorilla.
• Drive GTM of new product releases and features, , including release notes, in-app announcements, full GTM and adoption (alongside product managers) and evolving product narratives across customer segments.
• Own and 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.

Requirements

• We're looking for someone who:
• Is passionate about TestGorilla's mission to help one billion people find their dream jobs
• Has strong written and verbal communication skills in English
• Thrives in a fast-paced, remote-first environment
• Has experience in B2B lifecycle marketing, customer marketing, customer enablement, lifecycle operations, customer enablement or digital customer success especially in roles focused on customer-facing go-to-market execution and owned the journey execution end-to-end.
• Has hands-on experience building lifecycle journeys in customer.io (or something directly comparable) and has proven experience in personalisation of journeys using behavioral data and signals, using AI to scale the impact.
• Is fluent with AI content tools, segmentation platforms, and automation workflows
• Brings strong writing skills and can translate technical concepts into clear, outcome-focused customer content
• Has owned or substantially contributed to customer-facing education (knowledge base, video tutorials, in-app guidance) and writes for clarity and action, not information dumps
• Can manage multiple projects with shifting priorities and short turnaround times
• Has a proven analytical mindset and uses AI effectively to review

Benefits

Additional Information

Hi there, I'm Penny, Head of Customer Success at TestGorilla. We're excited to share more about the Customer Lifecycle Specialist role and our team. About TestGorilla At TestGorilla, we're on a mission to place 1 billion people in their dream jobs. To democratize opportunity, we are building the world's leading skills-based talent discovery platform - one that replaces reliance on resumes with scientific validation of what people can truly do. Founded as a 100% remote company in 2020, our global team is united by high standards, a lot of heart, and a relentless drive to conquer new technological frontiers. We are AI-fluent builders who care deeply about replacing bias with fairness. After empowering thousands of companies to hire smarter and faster, we are now unlocking the next phase of our scale-up journey - where you'll play an instrumental role in creating a world where skills matter most!

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