Sr Manager Customer Success Digital (Remote)

Your impact

The Sr. Manager, Digital Customer Success will create, launch, and evolve a digital-led customer engagement framework that improves adoption, retention, & customer satisfaction. This new motion will be a key lever for proactively nurturing & growing our down-market customers while creating efficiencies for our high-touch segments. This is a highly cross-functional leadership role that will partner with CX, Onboarding, Marketing, Product, & Customer Success leadership. This leader will report directly into the VP, Customer Success & Growth.

Responsibilities:

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  Own the Digital CS Strategy: Own and drive the strategy for Digital CS, to directly support Revenue Org & AppFolio growth.

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  Segment the Customer Base: Analyze, identify, and segment the customer base into specialized groupings that each require tailored digital adoption experiences. Build out tracking & identification frameworks to measure each unique customer segment.
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  Understand our Ideal Customer Journeys: Partner with CX and Go-To-Market stakeholders to identify and understand key milestones, friction points, ideal touchpoints, & service experiences across the customer journey.
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  Create Digital Customer Success Programs: Partner with Marketing, CX, & Onboarding to create, organize and/or evolve engagement campaigns into cohesive digital experience(s) per segment, across the full customer journey.
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  Optimize Customer Health Scoring: Collaborate with Product & Data Analytics to align digital program success metrics to product & business metrics.
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  Launch Digital Customer Success: Leverage our existing tech stack (Vitally, Intercom, Marketo) to launch new/overhauled customer engagement programs. Analyze the effectiveness of these tools and own related tech strategy through annual planning.
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  Analyze & Iterate to Improve Impact: Actively measure the impact of Digital CS programs on customer adoption, retention, and internal CS efficiencies. Leverage learnings to iterate & improve the effectiveness of programs.

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  Advocate for the Customer: Leverage data and learnings to advocate for product changes, service improvements, and educate the broader business on our customers.

Key Results:

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  Improve Customer Retention: Increase customer retention and reduce churn in all segments, with an emphasis on SMB.

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  Increase Product Adoption: Increase product adoption and drive upsell & upgrade leads through targeted campaigns and initiatives.

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  Increase Community & Academy Engagement: Drive increased traffic to our Customer Community, Academy, and support channels by integrating customer service resources into digital programs.

Qualifications:

• 10+ years experience in Customer Success, Marketing, or Instructional Design. A focus on digital or customer engagement strategies is preferred

• 7+ years of experience leading and managing high-performing teams.
• Strong understanding of customer success methodologies, best practices, and the ability to successfully implement
• Excellent communication and content creation skills.
• Strong analytical skills and ability to leverage and interpret data to drive decision-making and improve outcomes
• Experience implementing/architecting customer success platforms and customer engagement tools (e.g. Vitally, Gainsight, Intercom, Pendo, Marketo, Salesforce, etc.).

• Ability to travel once a quarter, as needed.