Digital Customer Success Manager

Key Responsibilities of a Digital Customer Success Manager

• Execute Gainsight-Enabled Customer Engagement: Engage with Mediafly’s customers primarily via Gainsight CS/PX, applying provided workflows, health scoring, and engagement activities for tiered customer segments - focusing on retention and adoption for lower ARR accounts.
• Use Gainsight to trigger precise, thoughtfully branded communications (email campaigns, renewal reminders, onboarding support) based on health scores, product activity, and segment metrics.
• Ensure all engagement activities reflect a high attention to detail, maintaining brand integrity and consistency across touchpoints.
• Deliver Automated, Scalable Digital Programs: Implement and iterate digital-first playbooks and lifecycle touchpoints designed in Gainsight, prioritizing lower ARR customer retention but contributing to programs serving all customer segments.
• Apply marketing best practices to campaign design, messaging, and segmentation, ensuring digital programs support Mediafly’s brand objectives and engagement goals.
• Review engagement outcomes in Gainsight, partnering with cross-functional teams to enhance digital success plans and expand program reach.
• Monitor Customer Health & Drive Adoption: Regularly track customer health and adoption using Gainsight dashboards and reporting tools; analyze engagement trends, feature usage gaps, risk indicators, and opportunities for increased impact.
• Apply data-driven insights to inform program improvements and to optimize communication approaches by segment.
• Collect Feedback & Report Impact: Use Gainsight automation to collect NPS, CSAT, and user feedback at every stage of the customer journey.
• Synthesize and report program outcomes, with a disciplined, detail-oriented approach to metrics interpretation and recommendation presentation.
• Collaborate and Scale Best Practices: Work alongside Product, RevOps, and Customer Success to pilot, adapt, and scale digital engagement strategies for different customer segments.
• Support ongoing education and self-service resource enhancements, contributing a marketing lens to all content intended for retention, onboarding, and customer education.

We would love to to meet you if you have:

• Demonstrated detail orientation in managing digital customer success workflows and communications; proven ability to ensure accuracy and consistency across multiple program deliverables.
• Track record in a marketing, brand, or customer communications role, with an understanding of how to create messaging that aligns to brand guidelines and drives engagement.
• Previous experience working on or supporting marketing campaigns is highly preferred.
• Experience in roles focused on customer retention strategy campaigns, including developing and executing programs that drive measurable retention outcomes.
• Proven ability to work cross-functionally with multiple teams to gain alignment and secure buy-in for digital success initiatives.
• Proven success developing, implementing, and scaling data-driven digital customer retention programs, especially for lower ARR segments in SaaS or tech-enabled environments.
• Analytical mindset; demonstrated experience interpreting customer data, program metrics, and behavioral trends to inform decisions and drive measurable outcomes.
• Strong written and verbal communication skills – able to convey results, insights, and recommendations clearly for varied audiences.
• Familiarity with data governance, compliance, and best practices relevant to digital customer engagement.
• Must work east coast standard hours/schedule.