Program Manager, Digital Customer Success

Role Overview

• Lead the development and execution of digital adoption strategies to enhance customer experience and product utilization
• Partner with Customer Success Marketing to define and drive the digital customer success communications roadmap
• Build and own a best-in-class Customer Success email marketing program and content that drives CrowdStrike product onboarding and adoption in a scalable way
• Create standardization and guidelines for Customer Success email design, voice, content, and format across all products and services
• Design, implement, and optimize Customer Success programs and product adoption email journeys to drive customer engagement and feature utilization
• Analyze email data and performance metrics to identify opportunities for improvement and upsell; demonstrate impact on product adoption
• Manage prioritization process for new or existing email campaign enhancements
• Write compelling copy for new and existing email campaigns (in partnership with other internal teams)
• Run experiments to continuously improve email content and performance
• Gather requirements for CS Ops, Product, Engineering, and Data teams to build integrations that enable product-data-driven email campaigns and automation
• Source relevant content across the organization for customer success newsletters and all-hands meetings
• Create and consult on additional Customer Success content as needed
• Stay up-to-date with innovation and best practices in email marketing and digital adoption
• Collaborate with Technical Account Managers, Technical Support Engineers, Customer Research, and Customer Marketing teams to ensure alignment on customer needs
• Work with product stakeholders to define goals and metrics for emails and digital content
• Gather and follow up on requirements and enhancement requests related to email marketing tools
• Leverage AI tools to automate and enhance content creation, personalization, and customer insights

Requirements

• 5+ years of experience with Customer Success, Digital CS Programs, Customer Marketing, or related role in a SaaS environment
• Demonstrated experience building and optimizing email journeys using marketing automation platforms
• Strong understanding of email metrics and analytics
• Excellent writing skills with ability to create clear, concise technical content for diverse audiences
• Detail-oriented with exceptional organizational skills
• Strong AI proficiency, including:
• Ability to effectively use AI tools for content creation and optimization
• Understanding of how to leverage AI for personalization and customer insights
• Experience with prompt engineering to generate high-quality outputs
• Knowledge of AI limitations and appropriate use cases in customer success
• Customer-centric mindset with focus on improving user experience
• Growth mindset and bias for action
• Willingness to learn CrowdStrike products; familiarity with cybersecurity concepts is a plus

Tech Stack

• Cyber Security

Benefits

• Market leader in compensation and equity awards
• Comprehensive physical and mental wellness programs
• Competitive vacation and holidays for recharge
• Paid parental and adoption leaves
• Professional development opportunities for all employees regardless of level or role
• Employee Networks, geographic neighborhood groups, and volunteer opportunities to build connections
• Vibrant office culture with world class amenities
• Great Place to Work Certified™ across the globe