This critical role is focused on maximizing retention by delivering a seamless, valuable, and consistent service through a hybrid digital and human approach, directly improving product adoption and customer engagement.

You will establish a digital-first baseline of automated touchpoints for all scaled (downmarket) customers, complete with clear, data-driven escalation paths to human support for complex issues.

Simultaneously, you will deliver workflows and automation that enable our Customer Success Architects to work faster and smarter.

The ideal candidate thrives at the intersection of process, technology, and customer experience, and will be responsible for creating the playbooks and automations required to service a large volume of customers effectively and efficiently.

Responsibilities:

• Define and execute the comprehensive digital Customer Experience (CX) strategy to align with overall business objectives, maximize customer value, and proactively address the needs of the scaled segment.

• Architect and deploy efficient and effective digital workflows for core customer journeys, including standardized customer onboarding and continuous lifecycle engagement programs.

• Manage end-to-end digital programs (e.g., onboarding, adoption campaigns, renewal notifications) tailored for the scaled customer segment.

• Design and execute campaigns using digital channels (email, Slack, webinars, etc) to drive feature adoption and sustained product engagement.

• Continuously test, measure, and iterate on program performance to improve conversion rates, customer satisfaction scores (CSAT), and other key performance indicators (KPIs).

• Design the escalation logic and scoring models that trigger human intervention from automated sequences.

• Support the growth of our business by automating workflow elements for our higher-touch Enterprise team, such as programmatically identifying and flagging customer risk and surfacing high-value upsell opportunities.

• Create and document clear, repeatable operations playbooks and Standard Operating Procedures (SOPs) for key digital customer journeys.

• Serve as the primary liaison, working with Customer Success, Product, Sales, and Marketing teams to ensure alignment, gather requirements, and guarantee the effective execution of all digital CX initiatives.

• Collaborate with our data engineering and ops teams to ensure data cleanliness and segmentation accuracy within our customer systems to enable highly targeted and personalized digital outreach.

• Own, track, and analyze key program metrics and operational KPIs (e.g., digital engagement rates, adoption rates, churn reduction, customer health scores).

• Provide regular, insightful reporting to leadership and relevant stakeholders on the overall effectiveness, performance, and impact of digital programs within the scaled customer segment.

• Stay current with industry trends, emerging technologies, and best practices in digital CX. Iterate on programs based on direct customer feedback and data-driven insights.

We're Looking For Someone Who Has:

• 5+ years of experience in Program Management, Customer Success Operations, Digital Success, or a related role, preferably supporting a high-volume, scaled customer segment with hybrid digital/human experience and/or pooled coverage (B2B SaaS experience is a plus).

• Demonstrated experience in building, launching, and scaling digital programs designed to influence customer behavior (adoption, engagement, retention). Proven impact on activation and value adoption (beyond open rates/clicks)

• Strong operational skills, with expertise in process mapping, creating playbooks, and defining automation requirements.

• Proficiency with CRM systems, Marketing Automation platforms, and CS software.

• Excellent analytical skills and a data-driven approach, comfortable using data to tell a story and make recommendations.

• Excellent written and communication skills

• Strong process and project delivery discipline

• Eager to learn new technologies and adapt to evolving customer needs

We'd Be Extra Excited For Someone Who Has:

• Familiarity with Mixpanel, or a similar analytics tool, including familiarity with analytics implementation methods like SDKs, Customer Data Platforms (CDPs), and Event Streaming.

• Ability to build, script, or configure custom solutions to drive process automation or custom workflow creation.

• Experience writing SQL queries to pull, validate, and analyze customer data directly from a database.

• Experience architecting systems and data flows

• Familiarity with analytics best practices across business segments and verticals

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