Digital Customer Success Specialist - Community & Customer Engagement

Aspen Technology · India

Digital Customer Success Specialist, Community & Customer Engagement

Customer Success | Digital Customer Success

Employment type

Full-time

Experience guide

3–6 years

Reporting line

Manager, Digital Customer Success

About the Role

You will own the community and digital-engagement workstream, combining online community operations, structured customer outreach, content governance, customer-feedback enablement and engagement measurement. The role requires strong operational ownership, editorial judgement and disciplined stakeholder coordination.

About Digital Customer Success

Digital Customer Success provides structured, scalable Customer Success engagement for customers outside dedicated one-to-one coverage. The function combines customer intelligence, proactive risk identification, digital engagement and cross-functional coordination to help customers realise value and enable account teams to take timely, informed action.

What You’ll Do

• Community platform ownership: Administer online customer community spaces, roles, permissions, onboarding, approvals, notifications, moderation and analytics.
• Community operations: Run operating cadences across multiple product communities and support new community launches.
• Content planning and publishing: Maintain content calendars and coordinate the sourcing, review, scheduling and publishing of value-led posts, polls, events, release information and webinar content.
• Stakeholder governance: Own recurring coordination with product and marketing stakeholders, including agendas, action tracking, approval routes and community roadmaps.
• Customer outreach: Execute structured customer introduction, invitation, re-engagement and information campaigns using validated contacts and account-owner alignment.
• VOC and NPS enablement: Coordinate pre-survey awareness, recipient alignment and follow-up inputs supporting customer-feedback programmes.
• Campaign operations: Manage shared mailboxes, communication templates, audience logic, response ownership and applicable opt-out or marketability controls.
• Community growth and advocacy: Increase qualified membership and participation and identify appropriate customer stories, testimonials and advocacy opportunities.
• Cross-functional coordination: Partner with account teams, Solution Consultants, Product Management, Product Marketing, IT and platform partners to remove dependencies.
• Measurement and continuity: Track membership, reach, publishing cadence, engagement and outreach response; maintain SOPs, access records and repositories.

What We’re Looking For

• Experience: 3–6 years in community management, digital customer engagement, customer marketing, Customer Success or comparable work.
• Education: Bachelor’s degree in Marketing, Communications, Business, Engineering or a related discipline; equivalent relevant experience may be considered.
• Platform capability: Hands-on experience administering an online community or digital engagement platform.
• Content and communication: Strong professional writing, content curation and editorial judgement across posts, events, newsletters and customer communications.
• Campaign execution: Experience with structured email outreach, audience segmentation and basic communication-compliance concepts.
• Stakeholder management: Ability to manage multiple stakeholder groups, approval flows, calendars and commitments with disciplined follow-through.
• Measurement: Ability to track and explain community or outreach performance using practical engagement metrics.
• Operating discipline: Strong organisation across trackers, minutes, action logs, content calendars and document repositories.

Preferred / Nice to Have

• Community platforms: Experience with Mighty Networks, Higher Logic, Khoros or a comparable platform.
• Customer feedback: Experience supporting VOC, NPS or broader customer-experience programmes.
• Growth programmes: Exposure to community analytics, advocacy, customer stories, event or webinar promotion.
• Business systems: Familiarity with CRM or a Customer Success platform and B2B enterprise software.
• Creative judgement: Basic design awareness for banners, landing pages and social-style content assets.

What Success Looks Like

• Operational consistency: Communities have clear operating cadences, active calendars, timely approvals and accurate access management.
• Engagement quality: Customer outreach is aligned, measurable and professionally executed.
• Stakeholder confidence: Commitments, actions and dependencies are visible and actively managed.
• Continuity: Roadmaps, access records, working files and SOPs remain current and transferable, avoiding single-person dependency.

How This Role Works

This role supports customers and internal stakeholders across multiple regions and requires effective collaboration in a globally distributed environment. The role enables account teams with structured insights or scaled engagement and does not replace commercial account ownership.