Digital Customer Success Manager

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

📋 Description

• Design and Oversee Digital Experiences: Create and sustain scalable onboarding, activation, and adoption processes (such as email sequences, in-app guidance, and webinars) to assist customers throughout the product lifecycle.

• Propel Product Adoption at Scale: Initiate 1-to-many programs, which include office hours, training sessions, and campaigns aimed at enhancing overall product usage and customer value.

• Generate Scalable Educational Content: Partner with internal stakeholders such as Support and Product Marketing to develop tutorials, help articles, templates, and video walkthroughs that promote self-service.

• Assess Portfolio Health: Examine usage data and engagement metrics to detect growth or risk signals, refining health scoring and initiating automated outreach for disengaged accounts.

• Implement Communication Campaigns: Co-manage wide-reaching outbound communications with Marketing, including product updates and best-practice tips, while employing A/B testing to enhance messaging effectiveness.

• Identify High-Touch Opportunities: Respond to customer feedback and pinpoint specific accounts that require personal follow-up, such as opportunities for expansion for Sales or renewal risks for the Renewals team.

• Enhance Systems & Tooling: Oversee and utilize the technical toolset (e.g., ChurnZero, HubSpot, Looker) to create dashboards and streamline processes, ensuring a data-driven approach to customer success.

⛳️ Requirements

• Relevant Professional Experience: Experience in digital customer success, CS operations, lifecycle marketing, customer programs, or PLG-style roles.

• Portfolio Management: Capability to efficiently manage a large portfolio through automation, segmentation, and data-driven insights.

• Communication Skills: Excellent writing and communication abilities to provide high-quality messaging to customers at scale.

• Analytical Proficiency: A data-driven approach to targeting, prioritizing, and enhancing customer engagement initiatives.

• Technical Familiarity: Competence with essential tools, including ChurnZero, HubSpot, Looker, Zoom Webinar, Arcade, and AppCues.

• Strategic & Systems Mindset: A builder’s mentality focused on crafting reusable assets, repeatable processes, and scalable customer journeys.

• Adaptability & Learning: Self-driven and experimental mindset with the capacity to quickly become a product expert and remain updated with industry trends.

🏝️ Benefits

• Private health care

• Paid parental leave (4 weeks)

• 25 annual leave days

• Free lunch & snacks at the office

• 120€ Ticket Restaurant by Edenred

• Dedicated budget for training and professional development, including participation in conferences

• Full access to the Hack The Box lab offerings; so you can learn how to hack 😉

• State-of-the-art equipment (mac, iPhone, and mobile plan)

• Flexible WFH (Hybrid Model) - Fully Remote is also an option if you're not an Attica resident

• Annual childcare allowance to support daycare expenses for parents

• Access to on-site gym and a variety of group activities, including Cross Training, Pilates, Boxing, and Climbing