CX Digital Success Manager
We're seeking a strategic Digital Customer Success Strategist to architect and lead our digital-first customer success strategy. You'll be responsible for scaling our ability to deliver exceptional customer experiences across our mid-market and high-volume segments through automated, data-driven programs managed through Totango. This role requires equal parts strategic thinking and hands-on execution, partnering closely with EDB teams to create seamless customer journeys that drive adoption, retention, and expansion across our customer portfolio.
What your impact will be...
Build and execute a comprehensive digital customer success strategy that delivers measurable impact on NRR, GRR, product adoption, and customer satisfaction across hundreds or thousands of accounts simultaneously. You'll own the tech stack, align campaigns to our established customer segmentation and journey mapping, and create automated engagement programs that feel personal at scale.
Lead the integration of Totango with marketing automation tools to orchestrate multi-channel campaigns that guide customers through their lifecycle. You'll establish the playbooks, metrics, and feedback loops that enable continuous optimization. This encompasses creating automated onboarding sequences, designing in-app messaging and email nurture campaigns, and implementing early warning systems that identify at-risk customers for intervention.
Develop and execute comprehensive one-to-many strategies including webinars, digital workshops, user communities, knowledge base content, video tutorials, and customer enablement programs. These initiatives should create scalable touchpoints that educate customers, drive product adoption, and foster community engagement while maintaining high satisfaction and retention rates.
Define success metrics and build reporting frameworks that demonstrate the business impact of digital CS initiatives. You'll use data to identify at-risk accounts, expansion opportunities, and program effectiveness, making recommendations that shape the customer journey and ensure customers are routed to the right channel for successful outcomes.
What you will bring…
5+ years of customer success experience with at least 2 years specifically in digital CS or scaled customer programs in B2B SaaS or enterprise software environments. You've built automation strategies from the ground up and have the metrics to prove their impact.
Deep hands-on experience with customer success platforms such as Gainsight or Totango, including journey orchestration, health scoring, and analytics capabilities. You know how to configure these tools to drive the outcomes that matter.
Proven expertise with marketing automation platforms like Marketo or Pardot, including campaign design, email automation, lead scoring, and integration with CRM systems. Experience coordinating cross-functionally with Marketing, Product, Sales, and traditional CSM teams.
Strong analytical mindset with the ability to segment customers based on behavior, firmographics, and product usage data. You make data-driven decisions and can clearly communicate insights to executive stakeholders. Track record of measurable results such as improved NRR, reduced churn, increased product adoption, or expansion revenue generated through digital programs.
What will give you an edge…
Experience in the enterprise software, database, or infrastructure technology space
Background working with technical buyer personas (developers, DBAs, architects)
Familiarity with PostgreSQL or database management ecosystems
Experience in high-growth environments
CX Digital Success Manager
We're seeking a strategic Digital Customer Success Strategist to architect and lead our digital-first customer success strategy. You'll be responsible for scaling our ability to deliver exceptional customer experiences across our mid-market and high-volume segments through automated, data-driven programs managed through Totango. This role requires equal parts strategic thinking and hands-on execution, partnering closely with EDB teams to create seamless customer journeys that drive adoption, retention, and expansion across our customer portfolio.
What your impact will be...
Build and execute a comprehensive digital customer success strategy that delivers measurable impact on NRR, GRR, product adoption, and customer satisfaction across hundreds or thousands of accounts simultaneously. You'll own the tech stack, align campaigns to our established customer segmentation and journey mapping, and create automated engagement programs that feel personal at scale.
Lead the integration of Totango with marketing automation tools to orchestrate multi-channel campaigns that guide customers through their lifecycle. You'll establish the playbooks, metrics, and feedback loops that enable continuous optimization. This encompasses creating automated onboarding sequences, designing in-app messaging and email nurture campaigns, and implementing early warning systems that identify at-risk customers for intervention.
Develop and execute comprehensive one-to-many strategies including webinars, digital workshops, user communities, knowledge base content, video tutorials, and customer enablement programs. These initiatives should create scalable touchpoints that educate customers, drive product adoption, and foster community engagement while maintaining high satisfaction and retention rates.
Define success metrics and build reporting frameworks that demonstrate the business impact of digital CS initiatives. You'll use data to identify at-risk accounts, expansion opportunities, and program effectiveness, making recommendations that shape the customer journey and ensure customers are routed to the right channel for successful outcomes.
What you will bring…
5+ years of customer success experience with at least 2 years specifically in digital CS or scaled customer programs in B2B SaaS or enterprise software environments. You've built automation strategies from the ground up and have the metrics to prove their impact.
Deep hands-on experience with customer success platforms such as Gainsight or Totango, including journey orchestration, health scoring, and analytics capabilities. You know how to configure these tools to drive the outcomes that matter.
Proven expertise with marketing automation platforms like Marketo or Pardot, including campaign design, email automation, lead scoring, and integration with CRM systems. Experience coordinating cross-functionally with Marketing, Product, Sales, and traditional CSM teams.
Strong analytical mindset with the ability to segment customers based on behavior, firmographics, and product usage data. You make data-driven decisions and can clearly communicate insights to executive stakeholders. Track record of measurable results such as improved NRR, reduced churn, increased product adoption, or expansion revenue generated through digital programs.
What will give you an edge…
Experience in the enterprise software, database, or infrastructure technology space
Background working with technical buyer personas (developers, DBAs, architects)
Familiarity with PostgreSQL or database management ecosystems
Experience in high-growth environments