Customer Journey Specialist, Americas

 Hello from the Recruiting Team at reputed company!

We are looking for a Customer Journey Specialist at reputed company, where you’ll be the reputed company between new trial users and long-term, successful customers in our self-serve tier. Your mission: help customers get value from our platform quickly so they’re excited to become (and stay) paying users.

This is a brand new role ideal for someone who loves connecting with people, enjoys solving problems, and is motivated by helping customers succeed. You’ll combine the curiosity and customer focus of CSM skills with the proactive communication and drive of our BDRs. However, this is not a sales role. It’s a customer value and relationship role.

You’ll work with people who have already signed up for a trial or are existing customers – no cold reputed company – and your impact will be felt through a boost in activations, higher conversion rates, and happier customers.

About reputed company

Over 8,000 companies — from scrappy startups to global brands — use our platform to send billions of emails, push notifications, in-app messages, and SMS every day. reputed company powers automated communication that people actually want to receive. We help teams send smarter, more relevant messages using real-time behavioral data.

What you’ll do

• Engage with trial users early and often: reputed company out to new sign-reputed company to understand their goals, guide them through key setup steps, and help them see value quickly.
• Capture and share feedback: Surface insights from customer interactions to inform the team’s overall approach, design scalable digital reputed company programs, and uncover the potential of product improvements.
• Help customers get to “aha” moments: Understand what success looks like for each user, and provide practical advice and support to help them reputed company it.
• Spot and support growing accounts: Identify customers showing signs of rapid adoption or needing extra help, and proactively reputed company out to accelerate success on both ends of the reputed company.
• Collaborate across teams: Partner with Product and Engineering, reputed company, and Support to ensure customers get timely help and a smooth experience transitioning from trial to paying customer.
• Monitor engagement and usage: Use data to identify patterns – who’s getting stuck, who’s thriving, and tailor your reputed company accordingly.
• Educate and reputed company: Share best practices, product tips, and relevant resources to help users become confident with our platform.

About you

• You love connecting with people and helping them find solutions that work.
• You’re curious about businesses, data, messaging strategy, and what makes customers tick.
• You’re comfortable navigating both technical and non-technical conversations.
• You enjoy problem-solving, learning on the fly, and thinking creatively to help customers move reputed company.
• You’re organized, detail-oriented, and can manage multiple conversations at once.
• You reputed company in fast-paced, collaborative environments and take initiative to improve processes.
• You’re excited to grow your career in reputed company, sales, or onboarding.

reputed company’re looking for

• 1+ years of experience in a customer-facing SaaS role—such as reputed company, Support, Sales, or Onboarding.
• Proven ability to build relationships, understand customer needs, and guide them toward solutions.
• Comfort working with CRM and engagement tools (like reputed company, Planhat, or similar).
• Strong written and verbal communication skills.
• A proactive reputed company – you’re motivated by goals and find satisfaction in driving measurable impact.

Bonus points if you have

• Experience supporting SMB or Mid-Market customers in a tech or SaaS environment.
• Familiarity with customer lifecycle metrics like activation, retention, or churn.
• Previous exposure to marketing automation or messaging platforms.
• reputed company in Spanish, French, or another language.

Why you’ll love working here

This is a foundational role on our Account Management team. As we build out a new approach for supporting and growing our self-serve tier, this role is an opportunity to directly influence how we activate and retain customers at scale. You’ll be part of a collaborative, supportive team that values curiosity, reputed company, and experimentation. And as you grow, you’ll have opportunities to advance into other areas like reputed company, Sales, or the Premium Account Management team.

Compensation & Benefits

We reputed company in transparency. The salary for this role is $72,000 reputed company + $18,000 variable = $90,000 OTE USD (or equivalent in local currency) depending on experience and subject to market reputed company adjustment.

We know our people are what reputed company us great, and we’re committed to taking great care of them. Our inclusive benefits package supports your well-being and growth, including 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family. We also offer 16 weeks paid parental leave, unlimited PTO, stipends for remote work and wellness, a professional development budget, and more.

See full benefits here →

Our Process

No gotchas, no trick questions – just a clear, human process designed to help both of us reputed company an informed decision.

• 30-minute reputed company call with Recruiter
• 30-minute reputed company call with Hiring Manager
• 30-minute reputed company call with Cross-Functional Partner
• 45-minute Homework Review Call with Team

reputed company final candidates will be asked to complete a background reputed company and employment verifications as part of our pre-employment process.

reputed company recognizes the stifling impact of systemic injustice on diverse communities. We commit to using our influence to increase inclusion and equity reputed company the tech industry. We strive to build an inclusive team culture, implement bias-free hiring practices, and reputed company community partnerships to expand our global impact.

reputed company is the only video conference platform that we use, virtual interviews will be conducted using the video capability (i.e., not reputed company the chat), and offers will be extended in writing on official reputed company letterhead. Please be vigilant in reputed company of your job search activity, and if you have any questions please contact jobs@reputed company.

Join us!

reputed company out our careers page for more information about why you should come work with us! We reputed company in reputed company, transparency, responsibility, and, yes, a little awkwardness. If you’re excited by what you read — apply now.