Product Strategy & Plan Sr Analyst
Citi
Digital Success Program Manager
Ncontracts
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $80,000 - $100,000 per year
Job Level
Mid-LevelSenior
About the role
- Design and optimize end-to-end digital customer journeys from onboarding through expansion, with particular focus on scale customer segments
- Develop strategic frameworks for personalized communication at scale while maintaining authentic customer relationships
- Define optimal communication channels, frequency, and messaging for different customer segments and lifecycle stages
- Partner with enablement team to integrate LMS and knowledge base as strategic tools within customer journeys
- Collaborate cross-functionally with Customer Enablement, Support, Customer Success Managers, Product, Marketing, and Sales Enablement to create seamless customer experiences
- Identify where human touchpoints add maximum value within increasingly digital customer journeys
- Design and implement scalable digital engagement strategies that drive meaningful behavior change
- Own KPIs for digital customer success initiatives including adoption rates, engagement metrics, and customer health indicators
- Develop comprehensive measurement frameworks that go beyond traditional metrics to track actual behavior change and business outcomes
- Analyze customer health using multiple data points beyond usage data to predict and prevent churn
- Leverage customer success platforms (ChurnZero, Pendo, Forethought) to create automated and personalized customer experiences
- Work with Salesforce and HubSpot data to inform customer segmentation and journey design
- Ensure seamless integration between various digital tools and customer-facing platforms
- Present insights and recommendations to leadership on digital engagement effectiveness
- Collaborate with Product and Marketing to influence roadmap and align customer communication strategies with broader brand messaging
Requirements
- 3+ years of digital customer success experience in SaaS organizations, with proven track record of designing scalable customer journeys
- 1+ years of experience with customer success platforms (ChurnZero, Pendo, or similar)
- Demonstrated experience managing digital customer programs for scale customer segments (1000+ customers)
- Strong background in customer lifecycle management and journey optimization
- Exceptional strategic thinking with ability to design holistic customer experiences
- Deep understanding of SaaS customer success metrics and best practices
- Experience with learning management systems (LMS) as part of customer journey design
- Proficiency with customer success platforms: ChurnZero, Pendo, Forethought
- Strong data analysis capabilities with experience in customer behavior analytics
- Understanding of digital communication channels and automation tools
- Familiarity with knowledge base platforms and self-service customer resources
