Senior Customer Success Manager responsible for the complete customer journey in a B2B SaaS startup. Driving client satisfaction and engagement throughout onboarding, support, and account management.
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Hybrid Associate Manager, Customer Success – US Consumer Marketing
Posted 4 months ago
About the role
- Associate Manager leading Customer Success initiatives for U.S. Consumer Marketing at Omnipod. Driving innovative programs to enhance customer experience in diabetes healthcare.
Responsibilities
- Partner with internal teams on customer communications during onboarding, training and ongoing use.
- Drive the ongoing optimization of retention communications through test & learn to identify the point in and time and type of messaging that drives customers to engage.
- Support development of service content libraries that allow rapid creation of assets to leverage across digital and live channels.
- Identify and pursue new opportunities to support customer onboarding and ongoing use in partnership with product and digital customer experience teams.
- Oversee development of deliverables, including messaging and assets, in collaboration with internal teams and external agencies, ensuring timely and consistent delivery.
- Define key performance metrics for each initiative, track results, and provide actionable insights to optimize impact and hit strategic growth targets.
- Collaborate with cross-functional teams within Marketing and the broader Commercial organization to identify synergies and ensure consistency across the customer journey.
- Stay ahead of industry trends to inform strategy and innovation.
- Establish guidelines on service messages (in contrast to marketing messages) to align our communications appropriately to customer opt-outs and preferences.
- Responsible for acquiring MLR approval for projects.
Requirements
- Bachelor’s degree required in Marketing, Business, communications, or related field
- 3–5 years of experience in marketing, customer success , or related roles
- Experience with omnichannel campaigns, Salesforce, Salesforce Marketing Cloud and similar preferred.
- Medical Device, Pharmaceutical or Healthcare industry experience preferred in a regulated environment.
Benefits
- Medical, dental, and vision insurance
- 401(k) with company match
- Paid time off (PTO)
- And additional employee wellness programs
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