Digital Customer Success Manager

Job Description

We are seeking a dynamic and customer-focused specialist to join our Digital Programs and Customer Success team. This role is responsible for creating and delivering engaging digital content and interactive sessions that drive customer adoption, retention, and satisfaction. The ideal candidate combines content creation skills with a background in customer success or client-facing roles.

Key Responsibilities :

Develop, deliver, and facilitate high-quality digital content including webinars, video tutorials, virtual training sessions, and asynchronous engagement formats.

Collaborate with Program Managers and content teams to align delivery with program goals and customer needs.

Host live webinars and virtual sessions, engaging customers and driving active participation.

Record and produce video content to support educational and promotional initiatives.

Use storytelling and instructional design best practices to create impactful, easy-to-understand customer experiences.

Leverage feedback and data to continuously improve content relevance and delivery methods.

Support the expansion of digital engagement channels including social media and in-product messaging where applicable.

Maintain strong working knowledge of the product and customer success strategies to ensure content accuracy and usefulness.

Act as a customer advocate within the team to bring voice-of-customer insights into program development.

Requirements :

1+ years experience in customer success, customer training, or related customer-facing roles.

Excellent presentation, communication, and storytelling skills.

Comfortable with digital content creation tools and virtual delivery platforms (Zoom, Webex, video editing software).

Ability to engage diverse audiences in remote settings.

Collaborative mindset and ability to work cross-functionally.

Adaptable and creative approach to content delivery and customer engagement.

Familiarity with CX / CS tools like Gainsight, Salesforce, Zendesk, Gong

Hybrid work model - 2-3 days in office

LI-JF2

Hybrid : In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.