Digital Customer Success Manager

• Own the success of a large book of business by developing a one-to-many engagement strategy to retain and grow revenue
• Own the digital strategy end to end, blending personalization with scalability to make sure low-touch customers feel supported and enabled with insightsoftware products, map the digital customer journey, including key milestones and desired outcomes, and develop a plan for how to deploy targeted, repeatable, and scalable automation throughout (e.g., playbooks, SOPs, email campaigns, etc)
• Engage with the Customer Success, product and marketing teams to create webinars, in-app guides, and digital-first training strategies to help drive platform adoption with customers
• Closely collaborate with Marketing to ensure all digital touchpoints are aligned with the insightsoftware brand voice - Leverage data to influence changes in customer behavior, continually measuring the effectiveness of these programs, and optimizing them to improve engagement, conversion, and/or outcomes
• Develop a change management plan to successfully transition existing medium-touch customers to a low-touch engagement model
• Develop and Implement a One-to-Many Engagement Strategy, including:
• Create and execute a scalable engagement plan tailored for a large customer base, focusing on customer retention and revenue growth.
• Utilize data analytics to segment the customer base and develop targeted communication strategies, ensuring each segment receives personalized yet scalable support.
• Design and Optimize the Digital Customer Journey, including:
• Map out the complete digital customer journey, identifying key milestones and desired outcomes for low-touch customers.
• Develop and deploy automation tools to provide consistent and proactive engagement, enhancing customer experience and product adoption
• Foster Cross-Functional Collaboration for Enhanced Customer Engagement

Requirements

• 5+ years of work experience in SaaS Customer Success, Account Management, Customer Operations, or Digital Marketing
• Experience working with scaled & targeted digital programs focused on post-sales engagements (i.e., Digital Customer Success, Tech Touch, Scaled CS, Digital Marketing)
• Experience working with CRM platforms or other Customer Success solutions like Salesforce, Gainsight, and Totango
• Familiarity with BI tools such as Power BI, Tableau or Looker
• Ability to project manage a high volume of requests and tasks
• Ability to easily digest and synthesize large amounts of data into actionable insights
• Natural and independent problem-solver: comfortable with complexity and ambiguity; able to dive into the operational details, and also engage meaningfully on the overall strategy
• Motivated to work collaboratively in a fast-paced, ever-changing environment to help our growing business
• Exhibits our core values: Results Orientation, Winning Attitude, Be One Team, Disciplined Execution, and Growth Mindset