Manager, Customer Success – Digital First, Mid-Market

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the strategy and implementation of our customer education and training initiatives.

• Supervise the customer enablement specialist who is accountable for creating and delivering training materials and learning experiences.

• Create scalable education programs that encompass:

• On-demand learning

• Live and recorded training sessions

• Webinars and workshops

• Knowledge base content and documentation

• Establish and execute a digital customer success strategy aimed at enhancing onboarding, adoption, engagement, and retention on a large scale.

• Develop digital lifecycle programs that guide customers through significant milestones in their journey.

• Design scalable touchpoints such as:

• Automated campaigns

• In-app messaging and guidance

• Digital check-ins and product updates

• Track engagement metrics and continuously refine programs to enhance customer results.

• Collaborate with Product and Customer Success teams to convert product capabilities into adoption programs and educational content.

• Promote awareness and utilization of new features through targeted digital campaigns and training efforts.

• Create resources that assist customers in expanding their use of the platform and achieving their business objectives.

• Lead a team of product-focused CSMs or subject matter experts who enhance adoption and customer success across key products.

• Ensure SMEs contribute to customer education content, adoption initiatives, internal knowledge sharing, and support for complex product use cases.

• Collaborate with Product teams to guarantee that new releases are backed by clear customer guidance and enablement.

• Work with Marketing to craft targeted digital campaigns that enhance product engagement and customer success outcomes.

• Partner with Customer Success leadership to align digital programs with overarching CS strategies.

• Collaborate with Sales and Product teams to maintain consistent messaging and enablement throughout the customer lifecycle.

• Create scalable programs aimed at boosting retention and growth within SMB and larger customer segments.

• Detect adoption gaps or signs of churn risk and implement proactive digital interventions.

• Utilize customer data and product insights to shape education and engagement strategies.

⛳️ Requirements

• Over 5 years of experience in Customer Success, Customer Education, Digital Customer Success, or Customer Experience roles.

• Proven experience in developing customer training or education programs.

• Demonstrated experience in building or managing digital customer engagement programs.

• Strong collaborative skills with experience working alongside Marketing, Product, and Customer Success teams.

• A data-driven approach to evaluating customer engagement and adoption.

• Experience managing customer enablement teams or product specialists.

• Background in B2B SaaS or technology platforms.

• Experience supporting SMB or larger customer segments.

• Familiarity with customer success, learning management, or product adoption platforms.

🏝️ Benefits

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and remote work options.

• Engaging and inclusive company culture.

• Competitive salary and performance-based incentives.