✨ Where do we hire from? Find out more about hiring at TestGorilla

Hi there, I’m Penny, Head of Customer Success at TestGorilla. We’re excited to share more about the Senior Customer Journey Specialist role and our team.

About TestGorilla

Imagine a world where everyone lands their dream job. TestGorilla is empowering one billion people to do just that by revolutionizing hiring with skills-based talent discovery.

Our platform discovers, evaluates, and matches talent to dream jobs based on who people really are and what they can truly do. We combine sourcing, screening, and scientifically validated assessments to reveal the complete picture of each candidate.

Unlike hiring tools that rely on assumptions and resumes, TestGorilla surfaces the best talent with the most relevant skills. We stand for diversity, act with integrity, and put talent first. We celebrate individuality and creativity and believe in a workplace where you can make a big impact. Our team works in a flexible, autonomous, remote-first environment with a strong focus on well-being and results.

It’s an exciting time to join TestGorilla. With thousands of customers and millions of candidate profiles, the potential of our platform has never felt greater. Join us in building a future where skills matter most and everyone has the chance to land their dream job.

Want to see what it's like to join the QA team and make an impact as a Senior Customer Journey Specialist? Get an inside look in this quick video:

About the role

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

Interested?

We believe in using our own product to ensure fair and objective hiring. If this role aligns with your skills and aspirations, we invite you to complete one of our very own assessments. This will give you a first-hand experience of our platform and help us get to know you better. We look forward to hearing from you!

TestGorilla is committed to building a diverse and inclusive workplace. We believe that diverse teams are stronger teams, and we encourage applications from people of all backgrounds. We understand that some candidates may experience test anxiety, and we want to assure you that accommodations are available and can be requested prior to sitting our assessments. Your request will not negatively impact your application, as we do not factor this into our review process.

Remote status

Fully Remote

Already working at TestGorilla?

Let’s recruit together and find your next colleague.