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Digital Customer Success Lead Manager
2 weeks ago
We're seeking an experienced and strategic Digital Customer Success Lead to build and orchestrate our digital post-sales customer experience journey.
About the Role:This role is pivotal in ensuring our customers navigate their journey through a well-defined, segmented and multi-channel strategy, with timely calls to action at key moments, guiding them to the appropriate resources.
Main Responsibilities:- Strategic Leadership: Develop and execute a comprehensive digital-first engagement strategy to enhance the global customer experience.
- Cross-Functional Collaboration: Work closely with Sales, Product, Marketing, and Customer Experience teams to align strategies, share insights, and ensure a unified approach to customer success.
- Data-Driven Decision Making: Utilize customer data and analytics to identify key moments in the customer journey and collaborate across Asana to implement calls to action that lead customers to the right resources at the right time.
- Resource Development: Create and maintain digital customer success sequences and resources.
- Performance Monitoring: Establish KPIs to monitor customer engagement and success, using insights to refine strategies and improve the customer experience continuously.
To be successful in this role, you will need:
- A minimum of 5 years of experience in digital customer success management or a related role.
- Proven experience in developing and executing digital engagement strategies.
- Strong understanding of multi-channel digital customer marketing and customer engagement tactics.
- Excellent analytical skills with the ability to interpret customer data and translate insights into actionable strategies.
- Exceptional communication and interpersonal skills, with the ability to collaborate effectively across departments.
- Experience creating and maintaining content assets.
- Demonstrated leadership abilities with experience in building and managing strategies and teams.
- Fluency in English is required; additional language skills are a plus.
- A Bachelor's degree in Business, Marketing, or a related field; Master's degree preferred.
We offer a comprehensive compensation package, including a competitive base salary range between €119,000 - €135,000. Your total compensation may also include additional components such as equity, sales incentive pay, and benefits.
We provide equitable and competitive benefits packages that support our employees worldwide, including mental health, wellness & fitness benefits, career coaching & support, inclusive family building benefits, long-term savings or retirement plans, and in-office culinary options to cater to your dietary preferences.
About Us:We believe in supporting people to do their best work and thrive. Our goal is to ensure that we uphold an inclusive environment where all people feel that they are equally respected and valued.