Digital Customer Success Campaign Manager

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Create, launch, and continually enhance digital customer journeys throughout onboarding, activation, adoption, expansion, and renewal phases.

• Develop targeted initiatives that facilitate the transition of customers from trial to significant product adoption, guiding them to the next phase.

• Compose, edit, and optimize customer-facing email campaigns linked to educational resources and various digital experiences.

• Leverage customer signals, milestones, and behaviors to pinpoint areas of friction or opportunity, enabling timely interventions.

• Track metrics related to engagement, activation, product usage, retention, and expansion.

• Employ experimentation and cohort analysis to enhance campaign effectiveness.

• Collaborate with Data and Analytics teams to create dashboards and reporting.

• Provide informed recommendations derived from customer and product insights.

• Work in partnership with Product, Customer Success, Marketing, Operations, and Content teams.

• Utilize Gainsight, Salesforce, marketing automation tools, and AI solutions to boost campaign quality, testing efficiency, and operational effectiveness.

⛳️ Requirements

• Proven experience in Digital Customer Success, Customer Marketing, Lifecycle Marketing, Growth Operations, Customer Success Operations, or Product-led Growth within a SaaS context.

• Have owned or made significant contributions to lifecycle or digital customer programs that demonstrate measurable impact.

• Proficient in crafting clear and engaging customer-facing communications, with the ability to tailor messaging for diverse audiences and customer needs.

• Capability to analyze customer and product usage data, recognize patterns, and translate insights into enhancements for campaigns and journeys.

• Ability to collaborate effectively with Customer Success, Product, Marketing, Data, Operations, and Content teams.

• Skilled in adapting to shifting priorities and building new programs from the ground up.

• Experience with AI tools for campaign development, analysis, experimentation, or content creation is a plus.

• Familiarity with 1Password, cybersecurity, or similar technology products is advantageous.

• Must reside in and be legally permitted to work in the United States or Canada.

• No work authorization, relocation assistance, or visa sponsorship/transferring will be provided.

• Candidates must successfully complete a background check.

🏝️ Benefits

• Immediate enrollment in 1Password’s benefits program.

• Health benefits.

• Dental benefits.

• 401k for roles based in the USA.

• RRSP for positions based in Canada.

• Generous paid time off (PTO).

• Equity grant.

• Incentive programs, where applicable.

• Maternity and parental leave top-up programs.

• Retirement matching program.

• Complimentary 1Password account.

• Paid volunteer days.

• Peer-to-peer recognition through Bonusly.

• Remote-first work culture.

• In-person onboarding in Toronto for go-to-market positions.

• Accommodation provided upon request during the recruitment process.