Senior Digital Customer Success Campaign Manager

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

📋 Description

• Take ownership of and enhance digital customer success initiatives throughout the customer lifecycle.

• Develop, implement, and refine targeted digital journeys from onboarding to activation, adoption, and growth.

• Create scalable customer pathways utilizing content-driven strategies and focused human interactions.

• Recognize customer signals, behaviors, milestones, and pain points that highlight progress, risk, or opportunities.

• Convert customer and product insights into automated programs and campaigns.

• Compose, revise, and enhance customer-facing email campaigns, journey messaging, and accompanying content.

• Track metrics related to activation, deployment, engagement, retention, expansion, churn, and content interaction.

• Execute A/B testing, cohort analysis, and message iterations.

• Collaborate with Data, Product, Customer Success Operations, Content, and Voice of Customer teams.

• Create dashboards and reports to monitor program effectiveness and suggest enhancements.

• Leverage AI tools and emerging technologies to expedite campaign development, analysis, experimentation, and optimization.

• Report directly to the Senior Manager of Digital Customer Success as an individual contributor.

⛳️ Requirements

• Over 6 years of experience in Digital Customer Success, Customer Marketing, Lifecycle Marketing, Growth Operations, Customer Success Operations, Product-Led Growth, or a similar SaaS environment.

• Proven track record in developing and managing lifecycle or digital success programs with quantifiable business outcomes.

• Experience in creating scalable campaigns, workflows, or journeys rather than merely managing customer accounts.

• Comprehensive understanding of onboarding, activation, adoption, retention, expansion, renewals, and risk management processes.

• Ability to analyze customer and product indicators, recognize patterns, and develop them into campaign strategies and measurable actions.

• Excellent written and verbal communication skills.

• Practical experience with Gainsight, Salesforce, Marketo, Outreach, or comparable platforms.

• Experience working collaboratively with Customer Success, Product, Support, Operations, Marketing, Content, and Data teams.

• Adaptability to work in dynamic environments while establishing new programs, processes, and operational models from scratch.

• Familiarity with Artificial Intelligence tools is preferred.

• Experience with 1Password and/or cybersecurity is considered an asset.

• Must already possess legal authorization to work in the United States or Canada; no work authorization, relocation assistance, or visa sponsorship is available.

• Successful candidates must undergo a background check.

🏝️ Benefits

• Health benefits

• Dental benefits

• 401(k) or RRSP, depending on country

• Generous paid time off

• Equity grant / RSU program

• Incentive programs, where applicable

• Maternity and parental leave top-up programs

• Retirement matching program

• Free 1Password account

• Paid volunteer days

• Peer-to-peer recognition through Bonusly

• Remote-first work environment

• In-person onboarding in Toronto for all go-to-market roles

• Occasional travel to offsites, department meetings, and customer events

• Accommodation available upon request during recruitment