Customer Journey Specialist

As our Senior Customer Journey Specialist, you’ll be essential in achieving TestGorilla’s vision of helping one billion people land their dream job. You’ll own the full digital-touch customer journey across onboarding, activation, adoption, and expansion, ensuring customers reach value at scale.

This is a critical AI-first role, shaping how customers learn, adopt, and succeed through automated, data-driven journeys rather than predominantly human-led success management. You’ll design and optimize workflows, behavioral nudges, and lifecycle triggers that deliver the right action, message, or intervention at the right time for every customer, regardless of segment.

Responsibilities

In this role, your responsibilities will include but not limited to:

• Collaborate cross-functionally in a global, remote-first environment, partnering with Support, Customer Success, Lifecycle, and CS Ops while upholding TestGorilla behaviors and fostering an inclusive, supportive culture.

• Own the end-to-end digital customer lifecycle, spanning onboarding, activation, adoption, expansion, and renewal readiness across digital-touch segments.

• Define and operationalize customer behaviors and value milestones at each lifecycle stage to drive measurable progression and outcomes.

• Design, build, and optimize AI-assisted automated journeys, including workflows, behavioral nudges, and health-, usage-, and intent-based triggers.

• Develop and embed proactive success playbooks for activation, feature adoption, and value realization within automated lifecycle programs.

• Use data, predictive insights, and experimentation (A/B testing, in-app prompts, journey flows) to continuously reduce friction, prevent churn, and accelerate time-to-value.

• Establish, track, and act on lifecycle KPIs such as activation rates, adoption metrics, feature uptake, and time-to-value, using outcome-based measurement.

What you’ll bring

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 digital customer success, lifecycle automation, customer journey design, or PLG environments

• Has proven experience designing automated workflows, playbooks, or lifecycle programs

• Has a strong understanding of customer data, including health scores, usage patterns, and behavioral indicators

• Is comfortable working with AI-driven automation tools such as Churnzero, Customer.io, HubSpot workflows, or Zapier

• Is highly analytical and able to translate insights into scalable action

• Brings a curious, iterative, test-and-learn mindset

• Collaborates effectively across teams and functions

We actively seek diversity and encourage applications from everyone. If you're interested in this role but your experience doesn't perfectly match the description, please still apply. Studies show that women and underrepresented groups can be hesitant to apply unless they meet every requirement. If this role excites you and you're confident you can do the job, we encourage you to apply!

What’s in it for you?

Please note: Some specifics, particularly around leave, may vary depending on your country of residence. This will be discussed during the hiring process.

• Global Team: Join a fully remote, mission-driven team from around the world

• Competitive compensation: Receive a competitive pay €43,000–€53,750 per year plus Share Appreciation Rights (SARs)

• Remote & flexible work: Work from almost anywhere*. Enjoy flexible hours and asynchronous work to balance work and life.
  * Check out the Countries we currently hire from here

• Remote work budget: €1,000 per year to help you set up your home office

• Growth & development: Invest in yourself and your career with a 3.5% L&D budget and clear growth opportunities

• Stimulating work environment: Tackle new challenges and work with innovative technology in a dynamic setting

• Connect with your team: Join optional fun virtual socials, AMAs with team members and leadership, and regular fun chats. Build a strong sense of community!

• TestGorilla community groups: Join peers to build community and boost opportunities for connection, advocacy, and professional development.

• Parent/Caregiver support: We provide a caregiver-friendly work environment with paid 8-16 week parental leave and tailored return-to-work approaches

• Work-life balance: Our unlimited and flexible time off policy empowers you to take the time you need to recharge and maintain your well-being