Digital Customer Success Campaign Manager
Builds and optimizes digital customer journeys and campaigns that drive onboarding, activation, adoption, retention, and expansion. The role requires SaaS experience, strong customer-facing communication, data analysis, experimentation, and cross-functional collaboration.
About the job
Responsibilities
- Design, launch, and continuously improve digital customer journeys across onboarding, activation, adoption, expansion, and renewal.
- Develop targeted campaigns that help customers move from trial to meaningful product adoption and guide them toward the right next step.
- Draft, edit, and optimize customer-facing email campaigns, connecting them with education resources and other digital experiences.
- Use customer signals, milestones, and behaviors to identify moments of friction or opportunity and create timely interventions.
- Monitor campaign performance through engagement, activation, product usage, retention, and expansion metrics; use experimentation and cohort analysis to improve results.
- Partner with Data and Analytics teams to support dashboards and reporting, then use those insights to make informed recommendations.
- Collaborate with Product, Customer Success, Marketing, Operations, and Content partners to keep programs accurate, useful, and aligned with the customer journey.
- Use Gainsight, Salesforce, marketing automation platforms, and AI solutions to increase campaign quality, testing speed, and operational efficiency.
Requirements
- Experience in Digital Customer Success, Customer Marketing, Lifecycle Marketing, Growth Operations, Customer Success Operations, or Product-led Growth within a SaaS environment.
- Experience owning or significantly contributing to lifecycle or digital customer programs with measurable impact.
- Ability to write clear, engaging customer-facing communications and adapt messaging for different audiences and customer needs.
- Ability to interpret customer and product usage data, identify patterns, and turn insights into practical campaign and journey improvements.
- Ability to work effectively across Customer Success, Product, Marketing, Data, Operations, and Content teams while navigating changing priorities and building new programs from the ground up.
- Ability to work independently through ambiguity and build scalable customer experiences.
Nice-to-haves
- Experience using AI tools to accelerate campaign development, analysis, experimentation, or content creation.
- Experience with 1Password, cybersecurity, or a similar technology product.
Compensation and Benefits
- United States: Annual base salary of $96,000 USD–$134,000 USD.
- Canada: Annual base salary of $88,000 CAD–$123,000 CAD.
- Benefits include health, dental, retirement benefits, paid time off, an equity grant, and applicable incentive programs.
Skills
Digital Customer Success, Lifecycle Marketing, Growth Operations, Customer Success Operations, Product-Led Growth, SaaS, Gainsight, Salesforce, Marketing Automation, AI Tools, Cohort Analysis, Customer Analytics
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