Customer Experience and Product Adoption Specialist - Remote

Overview

This role focuses on enhancing customer experience and driving product adoption by collaborating with various teams to ensure customers maximize their use of Affinity.

In Short

• Guide support and escalation protocols in partnership with integrations and product teams.
• Stay updated on product changes and communicate feedback.
• Maintain alignment on customer and product strategies through regular communication.
• Manage internal and external support knowledge bases.
• Implement technology for customer training and enablement.
• Oversee customer journey and drive feature adoption.
• Create content strategies for self-service adoption.
• Develop educational content aligned with customer milestones.
• Manage product announcement engagements.
• Support product initiatives with in-app messaging campaigns.

Requirements

• 2-3 years of experience in content strategy or related fields in a SaaS environment.
• Ability to simplify complex product concepts into user-friendly content.
• Proactive attitude towards enhancing customer experience through content.
• Customer-first mindset to support customer success models.
• Data-driven approach to measure content impact on customer behavior.

Benefits

• Comprehensive medical, dental, and vision insurance.
• Flexible personal and sick days.
• 401k plan for retirement planning.
• Annual budget for education and learning programs.
• Reimbursement for transportation, internet, meals, and wellness.
• Virtual team building and social activities.