Customer Lifecycle Specialist

About TestGorilla

At TestGorilla, we're on a mission to place 1 billion people in their dream jobs. We're 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.

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. You'll map, build, and continuously improve the journeys, communications, and education that drive adoption, retention, and value realization.

This is an end-to-end journey owner role. You'll design customer journeys, build them in customer.io, write the messaging and education that powers them, and use AI heavily to scale across every persona and use case. You'll combine behavioral signals, product usage data, and customer health to deliver the right message and learning at exactly the moment users need it. This role is passionate about the product and collaborates closely with CS ops, PMM, product, and support teams—acting as the bridge to customer value through strategic communication. Every customer touchpoint will be connected, personalized, and relevant.

This role suits someone who ambitiously uses AI, drives execution at pace, and has a proven ability to harness AI to analyze and drive revenue outcomes from the customer journey.

Key Responsibilities

• Collaborate cross-functionally with customer success operations, product marketing, product management, and support teams to design and execute comprehensive customer lifecycle journeys
• Own the full journey architecture—from initial onboarding through adoption, expansion, and renewal stages
• Build and manage automated customer communication workflows in customer.io, leveraging behavioral triggers and customer health signals
• Write compelling, persona-specific messaging and educational content that drives product adoption and value realization
• Implement AI-powered personalization to scale communications across diverse customer segments and use cases
• Analyze customer behavior data and product usage metrics to identify optimization opportunities and measure journey effectiveness
• Develop customer health scoring frameworks that predict churn risk and identify expansion opportunities
• Create and manage educational resources, in-app guidance, and knowledge base content that supports customer success
• Partner with support teams to identify common customer challenges and build proactive solutions into the lifecycle journey
• Test, iterate, and continuously improve journey performance using data-driven insights and customer feedback
• Ensure all customer touchpoints are aligned, relevant, and reflect TestGorilla's brand values

What We're Looking For

• Demonstrated expertise in customer lifecycle management, customer journey mapping, or similar customer success roles
• Proficiency with marketing automation and customer communication platforms (customer.io experience is a plus)
• Advanced AI literacy—proven ability to leverage AI tools for analysis, personalization, and scaling communication efforts
• Strong data analysis skills with ability to extract insights from behavioral and product usage data
• Excellent written communication skills—ability to craft messaging that resonates with different personas
• Experience collaborating with cross-functional teams in fast-paced, scaling environments
• Strategic mindset combined with hands-on execution capabilities
• Passion for improving customer experiences and driving measurable business outcomes
• Comfort working in a fully remote, globally distributed environment

Why Join TestGorilla

You'll join a mission-driven, fully remote company that's transforming how the world thinks about hiring and talent discovery. You'll work with an intellectually curious team that values innovation, fairness, and impact. This role offers the opportunity to own a critical function at a pivotal growth stage, directly influencing how thousands of companies and millions of job seekers experience our platform.

💰 Compensation not publicly listed. Market estimate for similar roles: from $80K, varying by experience and location.