Job Description

Digital Customer Success Specialist, Community & Customer Engagement

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Customer Success | Digital Customer Success

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Employment type

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Full time

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Experience guide

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3–6 years

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Reporting line

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Manager, Digital Customer Success

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About the Role

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AspenTech, an Emerson company, is a global leader in industrial software, helping organizations optimize operations, improve efficiency, and accelerate digital transformation.

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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.

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About Digital Customer Success

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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.

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What You'll Do

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- Community platform ownership: Administer online customer community spaces, roles, permissions, onboarding, approvals, notifications, moderation and analytics.
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- Community operations: Run operating cadences across multiple product communities and support recent community launches.
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- 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.
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- Stakeholder governance: Own recurring coordination with product and marketing stakeholders, including agendas, action tracking, approval routes and community roadmaps.
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- Customer outreach: Execute structured customer introduction, invitation,



re-engagement and information campaigns using validated contacts and account-owner alignment.
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- VOC and NPS enablement: Coordinate pre-survey awareness, recipient alignment and follow-up inputs supporting customer-feedback programmes.
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- Campaign operations: Manage shared mailboxes, communication templates, audience logic, response ownership and applicable opt-out or marketability controls.
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- Community growth and advocacy: Increase qualified membership and participation and identify appropriate customer stories, testimonials and advocacy opportunities.
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- Cross-functional coordination: Partner with account teams, Solution Consultants, Product Management, Product Marketing, IT and platform partners to remove dependencies.
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- Measurement and continuity: Track membership, reach, publishing cadence, engagement and outreach response; maintain SOPs, access records and repositories.
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What We're Looking For

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- Experience: 3–6 years in community management, digital customer engagement, customer marketing, Customer Success or comparable work.
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- Education: Bachelor's degree in Marketing, Communications, Business, Engineering or a related discipline; equivalent relevant experience may be considered.
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- Platform capability: Hands-on experience administering an online community or digital engagement platform.
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- Content and communication: Strong professional writing, content curation and editorial judgement across posts, events, newsletters and customer communications.
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- Campaign execution: Experience with structured email outreach,



audience segmentation and basic communication-compliance concepts.
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- Stakeholder management: Ability to manage multiple stakeholder groups, approval flows, calendars and commitments with disciplined follow-through.
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- Measurement: Ability to track and explain community or outreach performance using practical engagement metrics.
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- Operating discipline: Strong organisation across trackers, minutes, action logs, content calendars and document repositories.
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Preferred / Nice to Have

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

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

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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.

📌 Digital Customer Success Specialist, Community & Customer Engagement (Noida)
🏢 aspen technology
📍 Noida