Posted today · be early
Manager, Customer Success (Digital First/Mid-Market)
Aline
WorldwideremotePosted 1 day ago
Skill Required
Customer-Success-ManagerDigital-Customer-Success-ManagerCustomer-Education-ManagerCustomer-Success-ManagementCustomer-Experience-ManagerMidMarket-Customer-Success-ManagerSr.-Manager-Of-Customer-SuccessSenior-Manager-Customer-SuccessdevelopingbuildingdesignandFulltime
Key highlights
- 5+ years of experience required
- Must have background in B2B SaaS or technology platforms
- Role manages a team of product-focused CSMs/SMEs and a customer enablement specialist
- Particularly focused on SMB and mid-market customer segments
- Must have strong collaboration experience with Marketing, Product, and Customer Success teams
- Measurable success includes reducing time-to-value for new customers
Role overview
We are seeking a Manager of Digital Customer Success and Enablement to lead and scale our customer education and digital customer success programs. This role will be responsible for building scalable strategies that drive product adoption, customer engagement, and long-term value realization across our customer base, particularly across SMB and mid-market segments, while complementing high-touch customer success engagement.
Responsibilities
- Lead the strategy and execution of customer education and training programs
- Manage the customer enablement specialist responsible for developing and delivering training content and learning experiences
- Develop scalable education programs including on-demand learning, live and recorded training sessions, webinars and workshops, and knowledge base content and documentation
- Ensure customers can quickly gain product proficiency and realize value across the product suite
- Define and implement a digital customer success strategy to support onboarding, adoption, engagement, and retention at scale
- Build digital lifecycle programs that guide customers through key milestones in the customer journey
- Design scalable touchpoints including automated campaigns, in-app messaging and guidance, and digital check-ins and product updates
- Monitor engagement metrics and continuously optimize programs to improve customer outcomes
- Partner with Product and Customer Success teams to translate product capabilities into adoption programs and educational content
- Drive awareness and usage of new features through targeted digital campaigns and training initiatives
- Develop resources that help customers expand their use of the platform and achieve business outcomes
- Manage a team of product-focused CSMs or subject matter experts who support adoption and customer success across key products
- Ensure SMEs contribute to customer education content, adoption programs, internal knowledge sharing, and support for complex product use cases
- Partner with Product teams to ensure new releases are supported by clear customer guidance and enablement
- Collaborate with Marketing to develop targeted digital campaigns that drive product engagement and customer success outcomes
- Work with Customer Success leadership to align digital programs with broader CS strategies
- Partner with Sales and Product teams to ensure consistent messaging and enablement throughout the customer lifecycle
- Develop scalable programs designed to improve retention and expansion within SMB and scaled customer segments
- Identify adoption gaps or churn risk signals and implement proactive digital interventions
- Use customer data and product insights to inform education and engagement strategies
Requirements
- 5+ years of experience in Customer Success, Customer Education, Digital Customer Success, or Customer Experience roles
- Experience developing customer training or education programs
- Experience building or managing digital customer engagement programs
- Strong collaboration experience working with Marketing, Product, and Customer Success teams
- Data-driven approach to measuring customer engagement and adoption
- Experience managing customer enablement teams or product specialists
- Background in B2B SaaS or technology platforms
- Experience supporting SMB or scaled customer segment
Nice to have
- Familiarity with customer success, learning management, or product adoption platforms
Additional details
- Success will be measured by customer product adoption and engagement
- Success will be measured by participation and effectiveness of customer education programs
- Success will be measured by retention and expansion within SMB and scaled customer segments
- Success will be measured by digital program engagement including training completion, campaign performance, and feature adoption
- Success will be measured by reduction in time-to-value for new customers
- Originally posted on Himalayas
