Manager of Digital Success
As a Digital Success Manager, you will be responsible for developing and executing digital strategies that drive customer adoption, retention, and growth. Reporting to the Director of Customer Success, you will lead a team dedicated to ensuring customers achieve their desired outcomes through digital engagement, automation, and scalable success programs. This role requires a data-driven approach, a deep understanding of customer behavior, and a passion for optimizing digital touch points to enhance the customer journey.
Primary Duties & Responsibilities:
- Develop, implement, measure, test, and evolve segmented digital engagement strategies to drive customer adoption, retention, and growth, continuously refining approaches to maximize customer impact.
- Manage a team focused on digital success initiatives, structuring and delegating responsibilities across automated onboarding, self-service resources, and data-driven customer interactions to scale success.
- Monitor customer engagement metrics and use data-driven insights to refine digital programs, including A/B testing and rapid iteration.
- Set and measure outcome-based KPIs, including campaign engagement rates, product and asset utilization, net and gross retention rates, and customer satisfaction scores.
- Collaborate with CSMs, Onboarding, Marketing, Learning & Development, Support, and Product teams to create and optimize digital communication strategies.
- Identify opportunities to scale customer success efforts through automation and proactive outreach.
- Analyze customer usage trends and develop targeted interventions to improve retention.
- Set the vision for digital success and advocate for digital-first solutions that enhance the customer experience while maintaining a high-touch approach when necessary.
- Manage digital success tools and platforms to ensure a seamless and effective customer experience.
- Continuously iterate on digital success programs based on feedback, performance data, and evolving customer needs.
- Adheres to all confidentiality and compliance regulations.
- Performs other duties as assigned.
Minimum Education & Work Experience:
- Required: 5+ years of experience in SaaS Customer Success, Digital Engagement, Marketing, Growth, or a related field. Experience working with digital success strategies, automation tools, and self-service customer engagement models is a must.
- Preferred: Experience working with vertical and SMB solutions, particularly in the automotive or heavy-duty repair industry.
Key Skills and Qualifications:
- Strong quantitative and analytical ability to derive actionable insights from customer data to drive digital engagement strategies.
- Hands-on experience with customer success automation platforms—ChurnZero (preferred), Gainsight, HubSpot, etc.—and other digital engagement tools.
- Excellent communication skills and the ability to translate data insights into actionable strategies.
- Ability to manage multiple projects and work cross-functionally to achieve digital success goals.
- Proactive problem-solving mindset and a passion for leveraging technology to enhance customer experience.
- Familiarity with CRM systems such as Salesforce.
Physical Demands and Work Environment:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- Regularly required to sit at a desk in front of a computer and use hands to finger, handle, or feel objects, tools, or controls (including a computer keyboard and operating a telephone), lift and/or move up to 10 pounds.
- Frequently requires the use of hands and arms for reaching, as well as the ability to walk and communicate effectively through speaking and listening.
- Specific vision abilities required by this position include close vision, color vision, and the ability to adjust focus.
- Noise level in the work environment is usually moderate.
- Type on a computer keyboard and look at a computer monitor, and operate a cell phone or a computer-based phone.
