Digital Success Manager
2 weeks ago
Drive growth and expansion by developing and executing digital-first strategies to enhance product adoption, identify opportunities for business advancement, and ensure customers achieve their goals through innovative customer engagements.
Job Overview:
- Lead a team of Customer Success Managers in driving scalable success.
- Develop and execute forward-thinking quarterly plans to drive business expansion.
- Set clear performance objectives and provide regular feedback to direct reports to foster a high-performance environment.
- Collaborate with cross-functional teams to drive AI innovation across the organisation.
Digital Engagement Strategy & Execution
- Design and oversee the execution of one-to-many digital campaigns to guide customers through their lifecycle.
- Develop and deliver scaled Quarterly Business Reviews (QBRs) through digital channels to demonstrate value and advise on best practices.
- Drive focus on customer training, certification, and engagement with the community.
- Oversee the development and execution of targeted digital campaigns to drive adoption of key features and new products relevant to customer segments.
- Manage playbooks to identify at-risk customers with proactive and reactive offers and negotiations.
Data-Driven Insights & Optimisation
- Build signal models to monitor and analyse customer behaviour, product usage patterns, NPS, and engagement metrics to identify risks and opportunities.
- Use these insights to develop and refine targeted interventions and campaigns.
- Continuously map and optimise the digital customer journey to identify areas for improvement and implement automated 'playbooks' that enhance the customer experience.
- Partner with analytics and billing to drive proactive target campaigns based on propensity to churn models.
Growth Identification & Collaboration
- Analyse customer behaviour to identify patterns indicating expansion potential.
- Collaborate with Sales and HV Customer Success teams to surface qualified leads for upsell and cross-sell closure.
- Act as the voice of our customers by gathering and analysing customer feedback from digital sources to inform Product and Marketing teams of key trends and needs.
Benefits: Foster a collaborative culture, encourage professional growth, and contribute to shaping the future of our industry.
Key Skills and Qualifications: Proven experience in leading high-performing teams, ability to develop and execute strategic plans, excellent communication and interpersonal skills.
What We Offer: Competitive compensation package, comprehensive benefits, and a chance to work with a talented and diverse team.
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