MetaCompliance

Customer Success Manager

• Design and lead a digital-first customer success strategy tailored to the SME customer base, using automation, in-product guidance, and digital content to drive adoption and satisfaction.
• Execute and optimize one-to-many programs (e.g., onboarding flows, webinars, self-service campaigns) that support customers across their journey.
• Utilize tools such as Userpilot, Pendo, or Whatfix to implement in-app onboarding, training, and engagement experiences.
• Oversee the SME Customer Success Managers, coaching them to deliver consistent, high-quality engagements across the long tail of our customer base.
• Monitor customer usage data to identify trends, segment behaviour, and inform program improvements.
• Collaborate with Product, Marketing, and Support to create seamless digital experiences and ensure that customer feedback informs product roadmaps.
• Measure and report on key success metrics, including product adoption, feature usage, churn reduction, and CSAT/NPS scores.
• Continuously A/B test and iterate digital initiatives to maximize their impact on customer outcomes.
• Contribute to overall CS strategy with a focus on scaling success through low touch, high-impact digital experiences.

Customer Success Manager – Scaled Customers