What You'll Do
Shape the future of digital customer engagement by designing and launching end-to-end programs that accelerate time to value. Translate strategic objectives into structured, repeatable customer pathways across onboarding, adoption, and expansion phases. Develop self-service resources, automated workflows, and in-app guidance that scale with customer needs.
Define measurable outcomes tied to product adoption, retention, and operational efficiency. Use engagement data and customer feedback to refine digital experiences continuously. Configure campaigns and automated flows using digital adoption platforms, CRM systems, and AI-driven tools to reduce manual effort and improve consistency.
Collaborate with Product to align digital initiatives with in-app experiences and partner with Marketing to ensure cohesive messaging across touchpoints. Build reusable assets—such as playbooks, webinars, and lifecycle journeys—that empower teams and enhance customer success at scale.
Requirements
- 3–8+ years in B2B SaaS Customer Success, Digital Customer Experience, or related fields
- Proven experience building and scaling 1:many digital engagement programs
- Ability to design, launch, and optimize customer lifecycle initiatives from start to finish
- Familiarity with configuring digital adoption tools, CRM platforms, and automation systems
- Strong analytical mindset with the ability to link program performance to business outcomes
- Experience working closely with Product and Marketing teams
- Self-driven with a high sense of ownership, especially in fast-moving environments
- Excellent communication skills and comfort with cross-functional leadership
- Less than 10% travel required
Benefits
- Medical, Dental, and Vision Insurance (99% employer-paid medical base plan)
- FSA, DCFSA, and HSA account options
- Employee Assistance Program and telehealth access
- Voluntary life, disability, critical illness, and accident insurance
- Wellness perks, including fitness app discounts and rewards
- Pet insurance discounts
- 401k with employer match and equity options
- 13 paid company holidays
- Unlimited Paid Time Off and sick leave
- Parental and adoption leave
- Professional development and promotional opportunities
- Rewards and recognition programs
- Comprehensive onboarding and training
- One-time remote work stipend and monthly business expense allowance
- Flexible work environment with remote-first policy
- Employee discount program and referral incentives
- Company-issued MacBook and branded swag
- Recharge Program: eligible for a 3-week disconnection after three years of service
