Senior Digital Engagement Manager, Customer Success

Job Description

Shape and drive impactful digital engagement campaigns to enhance customer onboarding, adoption, product utilization, lifecycle progression, renewal readiness, and expansion awareness. Spearhead the strategy, meticulous planning, flawless execution, and continuous optimization of campaigns spanning email, in-app interactions, and various digital channels, aligning with core Customer Success objectives. Develop and refine scalable lifecycle programs and campaigns tailored to specific customer segments, usage patterns, and key success milestones. Collaborate closely with Customer Success, Product Marketing, Sales, and Support teams to ensure cohesive messaging, synchronized timing, and precise targeting across all post-sale customer initiatives. Coordinate with Marketing and Success Operations teams to execute programs and provide insightful reports. Streamline and enhance lead and engagement processes to deliver the right message to the right customers at the optimal time. Employ account-based and segment-based strategies to effectively support high-value customers and strategic priorities. Diligent track, rigorously analyze, and comprehensively report on engagement performance, adoption metrics, and lifecycle impact, using data to continuously improve program effectiveness. Act as the resident expert on Customer Success digital engagement methodologies, cutting-edge tools, and precise measurement techniques.

Qualifications

1. Possess 7-10+ years of proven experience in B2B digital engagement, lifecycle marketing, campaign management, or Customer Success marketing, preferably within the SaaS or technology sectors. 2. Demonstrate expertise in designing and executing multi-channel campaigns that directly influence customer adoption, engagement, and retention outcomes. 3. Exhibit strong hands-on proficiency with marketing automation and CRM platforms, including Salesforce Marketing Cloud, Salesforce, and related engagement tools; experience with intent or account-based platforms (e.g., 6sense) is highly desirable. 4. Showcase the ability to translate Customer Success objectives into scalable, data-driven digital programs. 5. Utilize strong analytical skills and experience with data-driven insights to inform targeting strategies, optimize performance, and quantify impact. 6. Communicate effectively in both written and verbal forms; comfortable influencing cross-functional partners without direct lines of authority. 7. Maintain exceptional organizational skills, meticulous attention to detail, and the capacity to manage multiple campaigns and priorities in a dynamic, fast-paced environment.

Benefits

- Bonuses