Digital Customer Success Manager

Docusign is a leading company in e-signature and contract lifecycle management solutions. The Digital Customer Success Manager is responsible for driving product adoption and customer engagement primarily within small and mid-sized business segments through effective digital marketing strategies.

Responsibilities:

• Lead the end-to-end design and deployment of automated email journeys within Gainsight (Journey Orchestrator) to move customers through key lifecycle milestones and promote product adoption and customer success
• Own the creation of clear, compelling, and action-oriented email copy that resonates with diverse personas and simplifies complex technical product enhancements into must-do actions
• Utilize the advanced features of Journey Orchestrator (conditional branching, multi-step triggers, and data-driven filters) to ensure the right message reaches the right customer at the right time
• Monitor campaign effectiveness through data sources like Gainsight and Salesforce, and proactively adjust copy, timing, and segmentation logic to improve conversion and account health
• Gain proficiency in campaign tools, maintaining campaign hygiene and ensuring technical alignment with broader Marketing and CS Ops systems
• Use data to tell the story of the digital journey's impact - reporting on KPIs (open rate, click throughs, conversions)
• Demonstrate executive presence with cross-functional teams including Customer Success, Marketing, Product, and Sales
• Identify and pilot emerging outreach channels beyond email - such as SMS and WhatsApp to create a cohesive, omnichannel customer experience that drives higher engagement
• Manage multiple high-priority workstreams in a fast-paced environment, with the ability to pivot strategies as product roadmaps and digital tools evolve

Requirements:

• 2+ years of experience in Digital Marketing within Customer Success or Account Management with a proven focus on driving product adoption through 1:Many programs
• Experience creating strategic customer content that simplifies technical workflows into actionable digital journeys
• Experience using digital tools to track, measure, and iterate on complex customer campaigns
• Advanced proficiency in Email orchestration logic: building the technical logic and data filters required for sophisticated automated journeys (Experience with Gainsight Journey Orchestrator, HubSpot or Marketo)
• Marketing/CS Operations: Experience partnering with or participating in Marketing/CS Operations to manage data hygiene and system alignment
• Strong history of collaborating with cross-functional teams in defining adoption strategies
• Background in analyzing customer data using statistical methods to identify trends, measure impact, and inform strategic decisions
• Highly collaborative, self-motivated, and strategic