Manager, Customer Success (Digital First/Mid-Market)

About the role

We are seeking a Manager of Digital Customer Success and Enablement to lead and scale our customer education and digital customer success programs.

Responsibilities

• Lead the strategy and execution of our customer education and training programs.
• Manage the customer enablement specialist responsible for developing and delivering training content and learning experiences.
• Develop scalable education programs including:
• On-demand learning
• Live and recorded training sessions
• Webinars and workshops
• Knowledge base content and documentation
• Ensure customers can quickly gain product proficiency and realize value across the product suite.
• Define and implement a digital customer success strategy to support onboarding, adoption, engagement, and retention at scale.
• Build digital lifecycle programs that guide customers through key milestones in the customer journey.
• Design scalable touchpoints including:
• Automated campaigns
• In-app messaging and guidance
• Digital check-ins and product updates
• Maintain and monitor engagement metrics and continuously optimize programs to improve customer outcomes.
• Partner with Product and Customer Success teams to translate product capabilities into adoption programs and educational content.
• Drive awareness and usage of new features through targeted digital campaigns and training initiatives.
• Develop resources that help customers expand their use of the platform and achieve business outcomes.
• Manage a team of product-focused CSMs or subject matter experts who support adoption and customer success across key products.
• Ensure SMEs contribute to:
• Customer education content
• Adoption programs
• Internal knowledge sharing
• Support for complex product use cases
• Partner with Product teams to ensure new releases are supported by clear customer guidance and enablement.
• Collaborate with Marketing to develop targeted digital campaigns that drive product engagement and customer success outcomes.
• Work with Customer Success leadership to align digital programs with broader CS strategies.
• Partner with Sales and Product teams to ensure consistent messaging and enablement throughout the customer lifecycle.
• Develop scalable programs designed to improve retention and expansion within SMB and scaled customer segments.
• Identify adoption gaps or churn risk signals and implement proactive digital interventions.
• Use customer data and product insights to inform education and engagement strategies.

Qualifications

• 5+ years of experience in Customer Success, Customer Education, Digital Customer Success, or Customer Experience roles.
• Experience developing customer training or education programs.
• Experience building or managing digital customer engagement programs.
• Strong collaboration experience working with Marketing, Product, and Customer Success teams.
• Data-driven approach to measuring customer engagement and adoption.
• Experience managing customer enablement teams or product specialists.
• Background in B2B SaaS or technology platforms.
• Familiarity with customer success, learning management, or product adoption platforms.