Digital Engagement Manager, Customer Success

The Digital Engagement Manager Customer Success is an individual contributor responsible for designing and executing scalable data-driven digital engagement programs that drive customer adoption value realization and long-term retention across the customer lifecycle.

This role functions similarly to a campaign manager with a focus on post-sale customer engagement and adoption rather than net-new demand generation. The Digital Engagement Manager partners closely with Customer Success Product Marketing Sales and Support to deliver targeted timely and personalized campaigns that improve customer outcomes and support renewal and expansion motions.

Success in this role is measured by increased customer engagement improved adoption of key capabilities stronger renewal readiness and clear measurable impact on Customer Success KPIs.

Key Responsibilities:

• Design and execute integrated digital engagement campaigns that support onboarding adoption product utilization lifecycle milestones renewal readiness and expansion awareness.
• Own campaign strategy planning execution and optimization across email in-app and other digital channels aligned to Customer Success priorities.
• Build and maintain scalable lifecycle programs and campaigns based on customer segments usage signals and success milestones.
• Partner with Customer Success Product Marketing Sales and Support to align messaging timing and targeting across post-sale customer programs.
• Engage Marketing and Success Operations teams to execute and report on programs.
• Implement and optimize engagement flows to ensure the right customers receive the right messages at the right time.
• Leverage account-based and segment-based strategies to support high-value customers and strategic initiatives.
• Track analyze and report on engagement performance adoption indicators and lifecycle impact; continuously refine programs based on insights.
• Serve as a subject-matter expert on Customer Success digital engagement best practices tools and measurement.

Required Qualifications:

• 710 years of experience in B2B digital engagement lifecycle marketing campaign management or Customer Success marketing preferably in SaaS or technology.
• Proven experience designing and executing multi-channel campaigns tied to customer adoption engagement or retention outcomes.
• Strong hands-on experience with marketing automation and CRM platforms such as Salesforce Marketing Cloud Salesforce and related engagement tools; experience with intent or account-based platforms (e.g. 6sense) is a plus.
• Demonstrated ability to translate Customer Success goals into scalable measurable digital programs.
• Strong analytical skills with experience using data to inform targeting optimize performance and demonstrate impact.
• Excellent written and verbal communication skills; comfortable influencing cross-functional partners without direct authority.
• Highly organized detail-oriented and able to manage multiple campaigns and priorities in a fast-paced environment.

Preferred Qualifications:

• Experience supporting Customer Success renewals or post-sale lifecycle programs and campaigns.
• Familiarity with in-app engagement product-led growth signals or usage-based segmentation.
• Bachelors degree in Marketing Business Communications or a related field; advanced degree a plus.