Job Description

The Digital Strategy & Experience team sits within MNTN’s Engineering organization and owns how customers experience our products beyond the core platform, from support that solves problems and AI that responds to in-product guidance and releases customers can understand and adopt with confidence.

We’re looking for a senior individual contributor to build and own the strategy behind MNTN’s in-app customer experience. You’ll define the customer journeys and personas that shape how, when, and why we engage customers inside the product, then turn that strategy into messaging, campaigns, guidance, and release experiences that drive measurable outcomes.

Reporting to the Director of Digital Strategy & Engagement, this is a builder role. We have the foundation of an in-app engagement practice in place; you’ll help turn it into a scalable, data-informed system that connects customer behavior, lifecycle stage, product moments, and business goals.

What you’ll do

• Build and own MNTN’s customer journey framework across onboarding, activation, adoption, expansion, and renewal, defining the moments and in-app experiences that move customers forward.
• Develop data-informed customer personas using behavioral and lifecycle insights, then translate them into targeting, messaging, and engagement strategies.
• Own the in-app messaging channel, including intake, prioritization, deployment, optimization, and retirement of messages, guides, and workflows.
• Design and launch targeted in-app campaigns that drive onboarding, education, feature adoption, and expansion, including vertical-specific experiences in partnership with Revenue teams.
• Partner with Product, Engineering, Content, and Revenue teams to build release engagement plans that define the right audience, channel, message, timing, and success metrics before launch.
• Design and evaluate A/B and multivariate experiments to understand what drives engagement and continuously improve customer journeys.
• Establish reporting and feedback loops that turn journey, persona, and campaign performance into actionable recommendations for cross-functional teams.
• Set and maintain a high bar for the in-app customer experience, ensuring messaging and guidance are clear, accurate, consistent, and relevant to each customer’s journey.

What success looks like

• You’ve established a clear customer journey framework and data-informed persona set that teams use to guide in-app engagement across the customer lifecycle.
• Releases have defined engagement plans before launch, with the audience, channel, messaging, timing, and success metrics aligned across teams.
• In-app experiences are measurably improving outcomes like activation, feature adoption, and expansion, not simply generating engagement.
• Product, Revenue, Content, and Engineering teams use your frameworks and insights as a shared reference point for how MNTN engages customers inside the product.

What you'll bring

• 5+ years of experience in digital engagement, lifecycle marketing, product operations, or a related field, with hands-on experience building customer journeys and personas from the ground up.
• Experience with in-app engagement or customer messaging platforms such as Intercom, Pendo, or similar tools, including building and optimizing messages, tours, and workflows.
• A track record of using behavioral and lifecycle data to develop personas, customer journeys, targeting strategies, and personalized experiences.
• Experience supporting go-to-market or release readiness efforts, including audience strategy, channel selection, messaging, and measurement.
• Experience designing and analyzing A/B or multivariate experiments and using performance data to make decisions.
• Strong product instincts and the ability to identify customer friction, understand its root cause, and translate it into scalable in-app solutions.
• A builder mindset, you’re comfortable bringing structure to ambiguity, developing new frameworks, and establishing practices that others can build on.
• Strong communication and collaboration skills, with the ability to influence and work effectively across Product, Engineering, Revenue, Content, and other cross-functional teams.