CX Digital Success Manager

CX Digital Success Manager

Job Summary:

Enterprise DB is seeking a highly motivated and experienced CX Digitial Success Manager to join our team. The CX Digital Success Manager will be responsible for customer success data strategy and integrity reporting and monitoring business performance and optimizing operations and processes within the Customer Success team to drive efficiency and effectiveness.

Key Responsibilities:

• Develop a comprehensive digital customer success strategy tailored to the needs of smaller customers focusing on scalable solutions to drive product adoption value realization and customer loyalty.

• Produce high-quality engaging digital content tailored to different stages of the customer journey including educational materials product guides tutorials FAQs and success stories ensuring relevance and accessibility to the target customer segment.

• Leverage the latest in digital technologies including customer success platforms CRM tools content management systems and analytics tools to automate and optimize the delivery of digital customer success initiatives.

• Regularly analyze campaign and content performance and customer engagement metrics to assess the effectiveness of digital customer success efforts making data-driven decisions to optimize strategies and tactics and to continuously improve content campaigns and overall digital customer success initiatives.

• Work closely with cross-functional stakeholders to ensure alignment on customer success goals and processes sharing insights and feedback to enhance the overall customer experience.

Requirements:

• Ability to develop and implement comprehensive digital customer success strategies that align with the company’s goals and address the needs of smaller customer segments.

• Strong writing and content creation skills with the ability to produce engaging informative and compelling content tailored to various stages of the customer journey. Proficiency in storytelling to highlight product benefits customer success stories and use cases.

• Proficiency with customer success platforms CRM software content management systems (CMS) marketing/email automation tools and digital analytics tools. Ability to quickly adapt to new technologies and platforms is crucial.

• Proficiency in using analytics tools to measure campaign performance customer engagement and content effectiveness. Ability to interpret data draw insights and make data-driven decisions to improve digital customer success efforts.

• 5+ years working for SaaS company including 2+ years in a CX program management portfolio management or practices role

• Excellent analytical and problem-solving skills

• Strong communication and interpersonal skills

• Ability to work independently and collaboratively in a fast-paced dynamic environment

• Bachelor’s degree in relevant field