Customer Success Manager

• Engage with Mediafly’s customers primarily via Gainsight CS/PX, applying provided workflows, health scoring, and engagement activities for tiered customer segments - focusing on retention and adoption for lower ARR accounts.
• Use Gainsight to trigger precise, thoughtfully branded communications (email campaigns, renewal reminders, onboarding support) based on health scores, product activity, and segment metrics.
• Ensure all engagement activities reflect a high attention to detail, maintaining brand integrity and consistency across touchpoints.
• Implement and iterate digital-first playbooks and lifecycle touchpoints designed in Gainsight, prioritizing lower ARR customer retention but contributing to programs serving all customer segments.
• Apply marketing best practices to campaign design, messaging, and segmentation, ensuring digital programs support Mediafly’s brand objectives and engagement goals.
• Review engagement outcomes in Gainsight, partnering with cross-functional teams to enhance digital success plans and expand program reach.
• Regularly track customer health and adoption using Gainsight dashboards and reporting tools; analyze engagement trends, feature usage gaps, risk indicators, and opportunities for increased impact.
• Apply data-driven insights to inform program improvements and to optimize communication approaches by segment.
• Use Gainsight automation to collect NPS, CSAT, and user feedback at every stage of the customer journey.
• Synthesize and report program outcomes, with a disciplined, detail-oriented approach to metrics interpretation and recommendation presentation.
• Work alongside Product, RevOps, and Customer Success to pilot, adapt, and scale digital engagement strategies for different customer segments.
• Support ongoing education and self-service resource enhancements, contributing a marketing lens to all content intended for retention, onboarding, and customer education.

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