Digital Customer Success Lead

Job Summary

Designing and managing the digital customer journey for the SMB segment, the full-time remote Digital Customer Success Lead will create automated lifecycle journeys, scalable adoption programs, and leverage AI tools to enhance customer engagement and retention.

Key responsibilities

• Design and own the full digital customer journey, including onboarding and renewal processes
• Build and manage lifecycle email and in-app campaigns to drive product adoption and engagement
• Collaborate cross-functionally with Product, Marketing, and Implementation teams to align strategies for SMB customers

Required qualifications

• 3-6 years of experience in customer success, specifically in building digital or tech-touch programs
• Proven experience designing automated customer lifecycle journeys
• Comfort with customer health data and usage signals to inform program design
• Experience using AI tools within customer success workflows
• Strong operational skills with a focus on measurement and iteration