Digital Customer Success Specialist

About the Role

Key Responsibilities

• Develop, lead, and continually refine structured training programs tailored to different customer and stakeholder needs.
• Deliver high-impact educational content, including webinars, modular e-learning, in-platform guidance, and live virtual sessions focused on eCommerce platform functionality.
• Serve as the training SME (Subject Matter Expert) on digital commerce tools, adoption strategy, and digital transformation within the organization.
• Oversee the full onboarding lifecycle, ensuring a smooth, consistent, and informative experience for new and existing users.
• Design and deploy scalable onboarding resources including training guides, setup guides, and self-service materials.
• Implement and manage NPS (Net Promoter Score) surveys and other feedback mechanisms to capture the effectiveness of training programs.
• Analyze survey data and feedback to iterate and improve training content, delivery methods, and enablement strategy.
• Maintain a feedback loop with product and success teams to ensure training aligns with evolving platform features and user needs.
• Partner with product, marketing, sales, and customer success teams to align training goals with business objectives and feature rollouts.
• Act as the voice of the customer within internal teams, advocating for education needs and improvements based on data-driven insights.
• Define KPIs to evaluate training impact, adoption rates, and onboarding success.
• Provide regular reports to leadership with actionable insights based on engagement data, feedback, and training outcomes.

Requirements

• 5-7+ years of experience in customer training, digital success, or enablement roles, ideally within eCommerce or B2B SaaS.
• Proven expertise in designing, delivering, and improving scalable training and onboarding programs.
• Strong understanding of eCommerce platforms, customer lifecycle, and digital adoption challenges.
• Proficiency with Learning Management Systems (LMS), CRM tools, NPS platforms, and data reporting tools.
• Demonstrated ability to work cross-functionally, manage complex projects, and communicate across technical and non-technical audiences.
• Data-driven with strong analytical skills to translate feedback into actionable improvements.
• Exceptional written, verbal, and presentation skills.

Nice to Have

• Experience with digital transformation initiatives.
• Knowledge of digital commerce tools and platforms.
• Experience working in a remote environment.

Qualifications

• Educational background is not explicitly specified, but extensive experience in relevant roles is required.

Benefits & Perks

• Competitive compensation and comprehensive benefits package.
• Medical, dental, vision, life and disability insurance.
• Flexible spending accounts, Employee Assistance Programs (EAP), 401(k) Retirement plan.
• Support for health and well-being of employees and their families.