Digital Customer Success
Digital Customer Success
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Job Description
InvGate is a fast growing SaaS company that develops products for IT management and service automation used by clients in over 50 countries in industries such as banking e-commerce education and technology.
Were looking for aDigital Customer Success Representative to lead scalable tech-enabled programs that drive product adoption retention and revenue growth across our low-touch customer segment. This role is critical to transforming how we deliver success at scale- leveraging automation data and lifecycle content to provide proactive efficient and value-driven experiences.
The ideal candidate is strategic data-savvy an excellent communicator skilled at solving problems and passionate about creating impact through digital engagement. They thrive in a fast-paced environment are comfortable with continuous learning and iteration and have a strong sense of ownership over customer outcomes. Youll work cross-functionally with Support Product Marketing and Revenue teams to turn insights into actions and touchpoints into results.
Key Responsibilities:
- Design and execute digital CS programs across the customer lifecycle: onboarding adoption value realization and renewal.
- Own the strategy and performance of our low-touch segment driving outcomes at scale with minimal manual effort.
- Analyze the full customer lifecycle and implement digital strategies to enhance experience and retention as well as map key milestones and deliver automated touchpoints accordingly.
- Manage proactive and reactive customer communication across digital channels (email chat in-app).
- Identify friction points and deliver timely interventions to ensure success.
- Create optimize and manage automated customer journeys (emails in-app messages webinars etc.) that educate activate and retain users.
- Develop and monitor customer health metrics and lifecycle KPIs using tools like HubSpot.
- Collaborate on building digital success playbooks processes and success benchmarks.
- Partner with Product and Marketing to continuously improve self-service resources and feature adoption.
- Contribute to Customer Success team OKRs especially around retention net revenue retention (NRR) and product usage.
Requirements
- 12 years in Customer Success Lifecycle Marketing Growth or similar roles in a SaaS environment.
- Proven experience managing scaled or low-touch customer segments.
- Strong command of digital engagement tools (HubSpot Intercom Gainsight PX Pendo etc.).
- Data-driven and able to extract insights from usage data and health metrics to shape actions.
- Exceptional communication skills and project management ability.
- Strong customer empathy and ability to collaborate cross-functionally in a dynamic environment.
- Fluent in English and Spanish (written and verbal).
We offer real opportunities for professional development fully covered English classes technical training both in-house and at educational centers top-tier health insurance a fixed amount for purchases in the food sector reimbursement for remote work and extended vacation and paternity leave.
Our office is located in Belgrano CABA. This position is Hybrid requiring office attendance at least twice a week.
Employment Type
Full Time
