Customer Success Communications Specialist

As the Customer Success Communications Specialist, you will help grow customer engagement through strategic communication and content creation and ensuring the success and effectiveness of our Customer Success department.  We are looking for a candidate with a solid background in Customer Success, substantial experience with marketing, and preferably proficient in design.  You will develop and execute customer success communication strategy & messaging, creating compelling customer facing content, and ensuring consistency with team level assets..

You will:

• Develop comprehensive Customer Success communication strategies for Digital & Upmarket teams, aligning team goals with company level goals 
• Create high quality written and visual content, including one pagers, slide decks, and infographics 
• Design and implement communication programs to engage customers through the customer success journey lifecycle 
• Curate internal workspace, managing and housing team facing resources & assets  
• Analyze on the performance of customer-facing communications. Use data to improve strategies and improve outcomes. 
• Collaborate with Marketing and PMM teams to ensure consistency and pace with customer-facing communications 
• Stay up to date with latest industry trends, best practices, and tooling to improve approaches

You have:

• Bachelor’s Degree in Marketing, Communications, Design, a related field, or 3 years relevant experience leading internal and external communications on a Customer Success Team
• Background in creating visual content, including applying branded content to create slide decks, infographics, HTML supported emails (video editing)
• Proficiency in CRM, Design, and Marketing tools (ex: Gainsight, Canva, Brandfolder, Mailchimp) 
• Experience conducting quarterly business reviews, detailing customers' adoption of and progress with the product, with the ability to distill complex requirements from multiple inputs into simple, clear content for team, and partners
• Experience organizing and prioritizing your own tasks with ability to report on usage and success of content internally 
• Experience working with Customer Success Team Data, with a proven track record of implementing communications that grow engagement,