Customer Success Specialist engaging with customers to help maximize their revenue and product adoption. Working with hotel clients on their business growth while providing superior customer care.
About the role
- Digital Customer Success Manager enhancing customer engagement for leading digital investigative software company. Focusing on designing customer journeys and ensuring customer satisfaction through digital-first strategies.
Responsibilities
- Develop and optimize digital engagement touchpoints throughout the customer journey, ensuring seamless experience for both new and renewing customers.
- Use data analytics to monitor customer behavior, segment audiences, and personalize interactions to drive product adoption and long-term value realization.
- Along with the Digital Program Manager, help moderate the customer community, encouraging active participation by sparking insightful discussions and sharing relevant content.
- Drive customers to the community through innovative methods such as campaigns, webinars, and targeted outreach, to create a thriving, supportive space for peer-to-peer learning.
- Collaborate with marketing, product, and Digital Program Manager to execute targeted digital strategies that inform and engage customers.
- Tailor content for different customer segments to meet specific needs and deliver consistent, compelling messaging across all touchpoints.
- Collaborate with leadership to define and continually refine customer journey maps.
- Implement and optimize automated workflows to scale efforts while maintaining a high level of personalization
Requirements
- Proven experience in digital customer success, marketing, or a related field with a focus on tech-enabled engagement strategies
- Strong written communication skills with the ability to create compelling content tailored to diverse customer personas.
- Ability to manage multiple priorities in a fast-paced environment, balancing strategic initiatives with day-to-day responsibilities.
- Demonstrated success in working with complex software products and a strong aptitude for learning new technologies.
- Experience with Gainsight or similar customer success platforms is a strong plus.
Benefits
- Generous time off policies
- Competitive compensation
- Volunteer opportunities
- Reward and recognition programs
- Employee committees & resource groups
- Healthcare and retirement benefits
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