Customer Success Manager

• Own the end-to-end lifecycle strategy, developing and executing campaigns across multiple channels, including email, push, SMS, in-app, and on-site.
• Leverage data and insights to optimize existing journeys and build new ones, ensuring a cohesive and impactful user experience.
• Collaborate closely with Product, Engineering, Data Science, and Content teams to connect technical capabilities with business objectives.
• Enhance data capabilities through understanding of APIs, data management, and system architecture.
• Oversee data cleansing, documentation, and quality assurance (QA).
• Optimize the data ingestion process into Iterable, the ESP.
• Troubleshoot and resolve technical challenges with engineering teams and third-party providers.
• Manage recurring journeys and one-off campaigns, collaborating with email operations for delivery.
• Identify customer pain points, ideate solutions, and use user-driven insights to refine campaign strategy.
• Design and implement experimentation plans to optimize 20+ lifecycle and behavioral journeys.
• Execute A/B and multivariate testing, analyze trends, and translate findings into actionable insights.
• Lead project kick-offs, strategy sessions, and planning meetings; provide clear status communication to stakeholders.

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