The Digital Customer Success Strategist, Senior builds automated, One-to-Many customer journeys, including email cadences, in-app messaging, digital business reviews, and AI-powered workflows. This role drives adoption and retention by extending the reach and consistency of CS through scalable digital programs.
Working closely with Revenue, Product, Marketing, and Engineering, this role focuses on improving product adoption, customer health, operational efficiency, and retention outcomes.
What you will do:
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Build digital customer journeys: Design and manage automated lifecycle programs spanning onboarding through renewal, including segmentation, triggers, and channel strategy.
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Create scalable, One-to-Many email programs: Own lifecycle nurtures, feature adoption campaigns, and renewal/risk-based outreach, with dynamic content and trigger logic based on usage, health score, and lifecycle stage.
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Design scaled digital business reviews: Build automated EBR/QBR alternatives, including health snapshots, ROI summaries, and next-best-action recommendations, with logic for when a human-led review is warranted.
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Leverage AI-powered automation: Apply AI to content generation, account summarization, next-best-action recommendations, and intelligent routing, balancing efficiency with accuracy and compliance.
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Use data to drive personalization: Apply segmentation, usage data, and health scores to inform programs; own reporting on adoption, engagement, retention, and program impact.
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Partner cross-functionally: Align digital programs with product launches, feature adoption, and CS initiatives across Revenue, Product, Marketing, and Engineering.
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Iterate and experiment: Test and refine messaging, segmentation, and trigger logic to improve engagement and outcomes.
You need to have:
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10+ years in Digital Customer Success, CS Operations, Revenue Operations, or Program Management in a SaaS or product-led environment; experience in legal tech, tax tech, or another compliance-sensitive vertical is a plus.
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Proven experience building One-to-Many email programs and scaled/digital business review programs.
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Strong understanding of the customer lifecycle, from onboarding through renewal.
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Experience with CRM systems, marketing/lifecycle automation tools, in-app engagement platforms, and BI/reporting tools.
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Experience applying AI-powered tools within CS workflows.
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Strong written communication, general data analytics proficiency, and program management skills across concurrent initiatives and stakeholders.
Compensation Range:
$160,000.00-$205,000.00
Placement in the salary range will be decided upon completion of the interview process. Salary determination will be determined based on factors including but not limited to relevant experience, demonstrated skills related to the requirements of the role, education, certifications, and geographic location.