Manager, Digital Customer Success (Gainsight)

About the role

This role is responsible for designing and running scalable, tech-enabled customer success motions — including in-app experiences, automated nurture programs, digital health scoring, and community-based engagement — that drive adoption, retention, and customer lifetime value at scale. You will manage a team of 4 digital CS professionals and work cross-functionally with Product, Marketing, Data, and Sales to create seamless, insight-driven customer journeys.

Responsibilities

• Design and execute a comprehensive digital customer success strategy that covers the full customer lifecycle — from onboarding through expansion and renewal.
• Build and optimize tiered engagement models that segment customers by product, use case, health score, and lifecycle stage.
• Own the digital channel mix — including in-app messaging, email nurture sequences, webinars, video content, and self-service resources — ensuring the right message reaches the right customer at the right time.
• Continuously test and iterate on engagement programs using data and experimentation to improve adoption, satisfaction, and retention outcomes.
• Lead, mentor, and grow a team of digital customer success managers and specialists.
• Define and maintain customer health scoring models that combine product usage data, support signals, and engagement behavior into actionable risk and opportunity indicators.
• Partner with data and analytics teams to ensure health score inputs are reliable, current, and well-documented.
• Represent the voice of the digitally-managed customer in internal forums, leadership updates, and cross-functional planning.

Requirements

• Bachelor's Degree or equivalent technical/business experience
• 8+ years relevant work experience; 2-3 years at the Expert level or equivalent experience