GitKraken

Digital Customer Success Manager

GitKraken

full-time

Posted on:

Location Type: Remote

Location: Arizona • United States

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About the role

  • Own and evolve GitKraken’s digital customer success approach for low-touch and self-serve customers.
  • Define scalable strategies that improve activation, adoption, retention, and renewal using automation and in-product engagement.
  • Partner with CS leadership to ensure digital success programs complement higher-touch customer motions.
  • Design and operate automated, usage-based lifecycle journeys from post-sale onboarding through ongoing adoption and renewal.
  • Build enablement programs that guide customers to key milestones (e.g., first successful workflow, integration setup, collaboration behaviors).
  • Proactively identify and re-engage at-risk or inactive customers through low-touch interventions.
  • Own the strategy and execution of in-app guidance, including walkthroughs, tooltips, contextual messaging, and announcements.
  • Partner with Product teams to support feature launches with effective self-serve education and adoption experiences.
  • Define and monitor key digital customer success metrics, including activation, engagement, adoption, churn indicators, and retention.
  • Leverage product usage data and telemetry to understand customer behavior and identify opportunities for improvement.
  • Serve as a customer advocate by synthesizing customer behavior and feedback into actionable insights for Product and Engineering.
  • Collaborate with Support, Product Marketing, and CS to ensure a consistent, high-quality customer experience.
  • Communicate program performance and customer insights to internal stakeholders.

Requirements

  • 4–8 years of experience in Customer Success, Digital Customer Success, PLG, Lifecycle Management, or low-touch growth roles at a SaaS company.
  • Hands-on experience designing or operating digital customer success or in-app enablement programs.
  • Strong understanding of post-sale customer journeys in a product-led, self-serve, or low-touch B2B SaaS environment.
  • Experience working with product analytics and engagement tools (e.g., Amplitude, Mixpanel, Heap, HubSpot, in-app messaging platforms).
  • Ability to translate usage data into actionable engagement and retention strategies.
  • Comfort working cross-functionally with Product, Engineering, and Support teams.
Benefits
  • Competitive compensation with annual performance-based pay increases
  • Flexible Paid-Time-Off Policy + paid company holidays (chosen by our employees)
  • Generous paid parental leave
  • Pet insurance plan (with no exclusions)
  • Health, dental, and vision insurance with competitive employer cost-sharing + employer-paid life/AD&D insurance
  • Modern, fully equipped offices designed to maximize productivity in a hybrid environment
  • Great Place to Work Certified
  • Paid career development opportunities, audiobook subscriptions, and mentorship
  • 401(k) retirement plan plus company matching
  • Company-paid domestic trip after your 1-year anniversary, and an international trip every 5 years
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
digital customer successlifecycle managementcustomer engagement strategiesautomationin-app guidancecustomer journey designdata analysiscustomer retention strategiesenablement program designproduct usage analysis
Soft Skills
cross-functional collaborationcustomer advocacycommunicationstrategic thinkingproblem-solvingproactive engagementinsight synthesisprogram performance monitoringrelationship buildingstakeholder communication