Data EngineeringSaaSCRMLeadershipCommunicationCustomer SuccessSales
About this role
Role Overview
Define and execute the comprehensive digital Customer Experience (CX) strategy to align with overall business objectives, maximize customer value, and proactively address the needs of the scaled segment.
Architect and deploy efficient and effective digital workflows for core customer journeys, including standardized customer onboarding and continuous lifecycle engagement programs. Manage end-to-end digital programs (e.g., onboarding, adoption campaigns, renewal notifications) tailored for the scaled customer segment.
Design and execute campaigns using digital channels (email, Slack, webinars, etc) to drive feature adoption and sustained product engagement.
Continuously test, measure, and iterate on program performance to improve conversion rates, customer satisfaction scores (CSAT), and other key performance indicators (KPIs).
Design the escalation logic and scoring models that trigger human intervention from automated sequences.
Support the growth of our business by automating workflow elements for our higher-touch Enterprise team, such as programmatically identifying and flagging customer risk and surfacing high-value upsell opportunities.
Create and document clear, repeatable operations playbooks and Standard Operating Procedures (SOPs) for key digital customer journeys.
Serve as the primary liaison, working with Customer Success, Product, Sales, and Marketing teams to ensure alignment, gather requirements, and guarantee the effective execution of all digital CX initiatives.
Collaborate with our data engineering and ops teams to ensure data cleanliness and segmentation accuracy within our customer systems to enable highly targeted and personalized digital outreach.
Own, track, and analyze key program metrics and operational KPIs (e.g., digital engagement rates, adoption rates, churn reduction, customer health scores).
Provide regular, insightful reporting to leadership and relevant stakeholders on the overall effectiveness, performance, and impact of digital programs within the scaled customer segment.
Stay current with industry trends, emerging technologies, and best practices in digital CX. Iterate on programs based on direct customer feedback and data-driven insights.
Requirements
5+ years of experience in Program Management, Customer Success Operations, Digital Success, or a related role, preferably supporting a high-volume, scaled customer segment with hybrid digital/human experience and/or pooled coverage (B2B SaaS experience is a plus).
Demonstrated experience in building, launching, and scaling digital programs designed to influence customer behavior (adoption, engagement, retention). Proven impact on activation and value adoption (beyond open rates/clicks)
Strong operational skills, with expertise in process mapping, creating playbooks, and defining automation requirements.
Proficiency with CRM systems, Marketing Automation platforms, and CS software.
Excellent analytical skills and a data-driven approach, comfortable using data to tell a story and make recommendations.
Excellent written and communication skills
Strong process and project delivery discipline
Eager to learn new technologies and adapt to evolving customer needs
Benefits
Comprehensive Medical, Vision, and Dental Care
Mental Wellness Benefit
Generous Vacation Policy & Additional Company Holidays
Enhanced Parental Leave
Volunteer Time Off
Additional US Benefits: Pre-Tax Benefits including 401(K), Wellness Benefit, Holiday Break