Customer Success Manager – Higher Education
Lightcast
Digital Customer Success Manager
Mediafly
full-time
Posted on:
Location Type: Remote
Location: Remote • Illinois • 🇺🇸 United States
Visit company websiteSalary
💰 $80,000 - $110,000 per year
Job Level
Mid-LevelSenior
About the role
- 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.
Requirements
- Demonstrated detail orientation in managing digital customer success workflows and communications; proven ability to ensure accuracy and consistency across multiple program deliverables.
- 3–5 years hands-on experience with Gainsight CS and/or PX (or similar platforms), including building engagement flows and digital programs.
- Track record in a marketing, brand, or customer communications role, with an understanding of how to create messaging that aligns to brand guidelines and drives engagement.
- Previous experience working on or supporting marketing campaigns is highly preferred.
- Experience in roles focused on customer retention strategy campaigns, including developing and executing programs that drive measurable retention outcomes.
- Proven ability to work cross-functionally with multiple teams to gain alignment and secure buy-in for digital success initiatives.
- Proven success developing, implementing, and scaling data-driven digital customer retention programs, especially for lower ARR segments in SaaS or tech-enabled environments.
- Analytical mindset; demonstrated experience interpreting customer data, program metrics, and behavioral trends to inform decisions and drive measurable outcomes.
- Strong written and verbal communication skills – able to convey results, insights, and recommendations clearly for varied audiences.
- Familiarity with data governance, compliance, and best practices relevant to digital customer engagement.
- Must work east coast standard hours/schedule.
Benefits
- Remote based in US, UK and Canada
- Flexible working hours
- Generous PTO
- Competitive Salary
- 401K Retirement Plan with match
- Transparent Career Paths
- Medical, Dental, Vision
- Generous Paid Parental Leave
- Remote Stipend
- Work in a creative environment with high energy
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Gainsight CSGainsight PXdigital customer success workflowsengagement flowsdata-driven digital customer retention programscustomer data interpretationprogram metrics analysiscampaign designsegmentationmarketing best practices
Soft skills
detail orientationcross-functional collaborationanalytical mindsetstrong written communicationstrong verbal communicationattention to detailability to secure buy-inability to convey insightsadaptabilitycustomer-focused
