Digital Customer Success Manager

Job description

About the Role: We are looking for an experienced Digital Customer Success Manager to drive the execution of our digital and scaled programs. In this role, you will take ownership of strategic digital initiatives, managing complex customer touchpoints and leveraging AI and advanced automation workflows to drive adoption and retention. You will act as a senior practitioner within the digital team, managing high-impact campaigns, critical risk interventions, and sophisticated customer journeys. You will be the bridge between high-level strategy and tactical execution, ensuring our digital success program delivers value at scale. You partner closely with CS-Ops (data, Gainsight, BigQuery), Customer Education (LMS, in-app guidance), and Marketing, and you operate in a regulated context where accuracy matters more than reach. As a Digital Customer Success Manager, you will: - Operationalise the digital strategy by building and maintaining complex customer journeys (e.g., adoption accelerators, risk mitigation flows). - Lead targeted and timely engagement with customers that automation can't support efficiently (e.g. high-growth, churn risk) - Configure the orchestration layer in Gainsig...