Customer Success Manager

• Own CRM data operations, governance, and integrations to power lifecycle campaigns across apps and channels.
• Partner with MarTech teams to vet vendors and evaluate solutions, with Customer Engagement & Retention being the key business owners.
• Collaborate with Data Engineering and Analytics to ensure accurate data flows, event tracking, and segmentation capabilities.
• Lead and evolve email and cross-channel deliverability strategy, including:
• Monitoring inbox placement, sender reputation, and engagement signals.
• Managing dedicated and shared IPs, including IP warm-up and reputation monitoring.
• Establishing clear separation of marketing and transactional sending domains to protect reputation and ensure reliability.
• Implementing best practices in list hygiene, frequency management, and consent handling.
• Ensuring authentication protocols (SPF, DKIM, DMARC) are correctly implemented and monitored.
• Working with vendors and ESPs to conduct regular deliverability audits.
• Enable lifecycle teams with tools, workflows, and templates that improve speed, reliability, and personalization.
• Define and monitor KPIs for campaign effectiveness, data quality, deliverability, and operational efficiency.
• Lead CRM/MarTech change management projects, including integrations, migrations, and rollouts.

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