Digital Success Manager

Salary - To be discussed at next stage

• We are seeking a Digital Success Manager who is responsible for driving customer adoption, engagement, and retention across a digital-first customer segment. This role operates at scale, using data, automation, and digital touchpoints to deliver proactive success outcomes across a large portfolio of accounts — without relying on high-touch, one-to-one engagement for every interaction.
• Own the end-to-end digital customer journey for a defined customer segment (typically SMB or low-ARR accounts), from onboarding through renewal and expansion.
• Design and execute automated lifecycle campaigns (email, in-app, webinars) that drive product adoption and feature awareness at scale.
• Monitor customer health scores and usage data to identify at-risk accounts and trigger appropriate digital or human interventions.
• Collaborate with CS, Product, and Marketing teams to develop self-serve resources including knowledge bases, video tutorials, and help content.
• Manage and continuously optimise digital engagement programs using tools such as Gainsight, Totango, HubSpot, or similar platforms.
• Analyse cohort data and engagement metrics to identify trends, surface insights, and iterate on program performance.
• Triage and escalate accounts appropriately when digital engagement signals indicate the need for human-led outreach.
• Support onboarding at scale through guided in-app experiences, automated check-in sequences, and digital office hours or webinars.
• Partner with Renewals and Sales to flag expansion signals or churn risk within the digital segment.
• 3–5 years of experience in Customer Success, Account Management, or a related SaaS role.
• Demonstrated experience managing or contributing to a digital/tech-touch CS program.
• Comfort working with customer health data, CRM platforms, and CS automation tools.
• Strong written communication skills — able to craft compelling, scalable messaging for diverse customer segments.
• Analytical mindset with the ability to interpret data and translate it into actionable program changes.
• A customer-first orientation with the ability to drive outcomes without relying solely on direct relationship management.