Senior Digital Customer Success Campaign Manager

Details

• 6+ years of experience in Digital Customer Success, Customer Marketing, Lifecycle Marketing, Growth Operations, Customer Success Operations, Product-Led Growth, or a related Software as a Service environment.
• Demonstrated success building and owning lifecycle or digital success programs with measurable business impact.
• Experience creating scalable campaigns, workflows, or journeys rather than managing a book of business.
• Strong understanding of the customer lifecycle, including onboarding, activation, adoption, retention, expansion, renewal, and risk management motions.
• Ability to interpret customer and product signals, identify patterns, and translate them into clear campaign strategies and measurable interventions.
• Strong written and verbal communication skills, with the ability to create concise, effective messaging for different customer audiences and personas.
• Hands-on experience with tools such as Gainsight, Salesforce, Marketo, Outreach, or similar customer success and marketing automation platforms.
• Experience collaborating across Customer Success, Product, Support, Operations, Marketing, Content, and Data teams to ensure alignment across the customer journey.
• Comfort working in changing environments where teams are building new programs, processes, and operating models from the ground up.
• Preferred: experience using Artificial Intelligence tools to support program design, experimentation, and campaign optimization; experience with 1Password and/or cybersecurity is also valued.
• Design, launch, and improve digital customer success campaigns and programs across onboarding, activation, adoption, and growth stages.
• Build scalable customer journeys that help customers reach key milestones using content-led interventions and targeted human engagement when needed.
• Identify customer signals, behaviors, milestones, and friction points that indicate progress, risk, or opportunity across the lifecycle.
• Translate customer and product insights into triggered programs and campaigns that guide customers to the right next step using existing resources and tools.
• Draft, edit, and optimize customer-facing communications, including email campaigns, journey messaging, and supporting content.
• Monitor program performance using metrics such as activation, deployment, engagement, retention, expansion, churn, and content interaction to evaluate effectiveness.
• Use testing methods such as A/B testing, cohort analysis, and message iteration to improve campaign tone, timing, targeting, and outcomes.
• Partner with Data, Product, Customer Success Operations, Customer Experience Content, and Voice of Customer teams to align digital programs with customer insights and business priorities.
• Build dashboards and reporting to track program health, surface insights, and recommend improvements to digital-first customer experiences.
• Use Artificial Intelligence tools and emerging technologies to accelerate campaign creation, analysis, experimentation, and optimization.