Digital Customer Success Specialist

Role Overview

• Digital Onboarding Program Ownership
• Design and maintain automated onboarding journeys (emails, in‑product guides, checklists) and create tailored pathways by persona, industry, and solution type.
• Use behavioural data to personalise onboarding steps, identify support needs, and partner with Product & UX to embed onboarding directly into the platform.
• Product ‑Led Adoption & Engagement
• Build digital adoption campaigns that highlight key features, workflows, and AI capabilities, and create accessible educational content in partnership with Product, Training, and Success teams.
• Use in‑product analytics for user segmentation, deliver personalised nudges, and continuously test and optimise lifecycle messaging and automated outreach.
• Data ‑Driven Insights & Health Monitoring
• Monitor user behaviour, feature usage, and health indicators to identify friction, and use AI insights to detect early signs of low adoption or churn risk.
• Collaborate with Product and Engineering to improve user flows and activation and report key digital CS metrics linked to adoption and retention outcomes.
• Cross ‑Functional Collaboration
• Use engagement insights to inform product roadmap decisions and partner with Marketing and Sales on lifecycle communications and nurture programs.
• Work with CS Operations to automate processes and provide adoption dashboards, insights, and automation tools to support customer‑facing teams.
• Customer Communication
• Represent customer needs in product stakeholder meetings and collaborate with Product Owners on release notes, in‑product messages, and communication planning.
• Ensure timely customer updates during incidents and support customer‑facing teams by clearly communicating sensitive issues.

Requirements

• 5+ years’ experience in Customer Success, Digital Experience, Product Adoption, or Lifecycle Marketing within B2B SaaS or data‑driven environments.
• Demonstrated ability to design and scale automated, product‑led onboarding and adoption programs.
• Strong understanding of customer journey mapping, lifecycle communication, and in‑product engagement.
• Experience using analytics and customer health data to identify trends, friction points, and opportunities for improvement.
• Comfortable working with automation platforms, in‑product messaging tools, and digital enablement technologies.
• Interest or experience in AI‑enabled customer success, automation, and data‑driven decision‑making.
• Excellent written and verbal communication skills, including experience with release communications and customer‑facing messaging.
• Proven stakeholder management skills with the ability to collaborate across Product, Marketing, Sales, Training, and technical teams.
• Analytical, curious, adaptable, and customer‑centric, with a strong sense of ownership and continuous improvement.

Benefits

• Medical Aid
• Retirement Plan inclusive of Risk Benefits (Disability, Critical Illness, Life Cover & Funeral Cover)
• Modern family benefits, including adoption and surrogacy
• Study Leave