MetaCompliance

Digital Customer Success Manager

MetaCompliance

full-time

Posted on:

Location Type: Hybrid

Location: Derry • 🇬🇧 United Kingdom

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Job Level

Mid-LevelSenior

About the role

  • Lead the strategy and execution of a scalable, technology-enabled customer success program
  • Drive product adoption, satisfaction, and retention across SME customer segment
  • Focus on delivering exceptional customer experiences through digital touchpoints
  • Oversee the SME Customer Success Managers, ensuring customers derive maximum benefit
  • Design and lead a digital-first customer success strategy tailored to the SME customer base
  • Execute and optimize programs that support customers across their journey
  • Utilize tools such as Userpilot, Pendo, or Whatfix to implement in-app onboarding, training, and engagement experiences
  • Collaborate with Product, Marketing, and Support to create seamless digital experiences
  • Monitor customer usage data to identify trends and inform program improvements
  • Measure and report on key success metrics

Requirements

  • 5+ years of experience in Customer Success, Digital Experience, or SaaS onboarding
  • 2+ years in a leadership or team oversight role
  • Hands-on experience with digital onboarding tools (e.g., Userpilot, Whatfix, Pendo) and other customer engagement platforms
  • Proven ability to create and manage scalable programs that increase adoption, reduce churn, and improve customer satisfaction
  • Strong analytical skills with a deep understanding of customer health metrics, cohort analysis, and engagement data
  • Experience designing automated customer journeys, in-app walkthroughs, or digital playbooks
  • Demonstrated success overseeing or coaching customer success teams within a technology or SaaS environment
  • Passionate about leveraging technology to enhance the customer experience and drive measurable outcomes.
Benefits
  • Equal opportunity employer

Applicant Tracking System Keywords

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

Hard skills
customer successdigital experienceSaaS onboardingprogram managementcustomer health metricscohort analysisengagement dataautomated customer journeysin-app walkthroughsdigital playbooks
Soft skills
leadershipanalytical skillscollaborationcoachingstrategic thinkingcustomer focusproblem-solvingcommunicationadaptabilitypassion for technology