Manager, Digital Customer Success

Manager, Digital Customer Success

The Manager, Digital Customer Success is a critical role on our growing Customer Success team to ensure Egnyte customers are highly successful with the product, specifically in the tech-touch segment. This individual will be responsible for driving platform adoption and value realization through the automation of digital customer engagement and throughout the customer journey. This will include strategizing the creation/execution of Customer Lifecycle Emails, In-App Guides, Virtual Live Events and more. They will work cross-functionally with our broader Customer Success teams, Marketing, and Operations teams in order to deliver a world class Digital-led Customer Journey. Manage and support Customer Success playbook (Customer Success methodology and lifecycle management plays) and other required content for the customer lifecycle process.

• Create data-driven methods for targeting customer segments considering journey stage, segment, and persona
• Continuously fine-tune our existing processes and pilot new programs to enhance the customer journey
• Build Customer Lifecycle Email Journey content based on personas & product usage data to deliver relevant content to our users.
• Develop In-App Messages content to broaden the awareness and use of our customer resources (University, Support Center)
• Support our Customer Success Virtual Events (Webinars & Office Hours)
• Support our Voice of the Customer Survey Programs; refining survey experiences, determining cohorts, & sharing actionable insights back to the organization
• Test, measure, track, and analyze data to show impact of Digital CS Programs
• Document program definitions and processes
• Other responsibilities as assigned.

Who are we looking for?

• Are motivated by a hands-on approach to both customer and employee management
• University degree BA degree or equivalent
• 5+ years of Customer Success (or Marketing) experience in a SaaS organization
• Customer obsessed mindset
• Experience with creating and executing on tech touch programs relative to Customer Success.
• Excellent attention to detail; the ability to prioritize and work on multiple projects in a fast-paced, changing environment
• Ability to manage stakeholder expectations against competing priorities and timelines
• A positive attitude, willing to jump in and tackle new challenges