Your Impact:

We’re looking for a Digital Engagement Manager to join our Employer Customer Success team in order to expand our reach and impact through Digital Customer Success. You will build proactive digital experiences that scale our ability to drive customer value and adoption through all phases of the customer journey.  You’ll develop customer centric communication strategies and have an appetite for experimenting with different tools and approaches. 

By driving customer value, your role will improve customer retention, adoption and success.  You are an independent contributor that brings strong organization, problem-solving and communication skills along with curiosity and enjoyment of experimentation.  The ideal candidate has previous experience building digital/scalable Customer Success programs and automation. 

Your Role:

• Develop and implement proactive scaled digital programs and identify innovative solutions that will assist customers in obtaining maximum value from Handshake 
• Automate playbooks that are deployed against key triggers for maximizing value across the full customer journey.  Leverage Gainsight and other digital tools to ensure a consistent and measurable customer experience from these plays
• Create automated and innovative nurture campaigns that drive the right messages to the right customers at the right time 
• Use your deep understanding of the adoption challenges encountered by customers to inform all aspects of the strategy you build 
• Actively partner and align cross-functionally to ensure your customer programs are complementary with live interactions by customer-facing teams (Customer Success and Account Management) and digital customer touch-points from other Handshake teams like Education, Product, Growth and Marketing
• Conduct research with customers (internal and external) to inform program development 
• Identify cohorts of customers to target with proactive programs and measure results/impact of your initiatives, partner with data analysts as needed
• Inventory and curate the content available for your programs; identify gaps and collaborate with subject matter experts to develop critical content as needed 
• Develop and maintain a program measurement framework to ensure ongoing review of effectiveness and optimization

Your Experience:

• 2+ years of digital customer success experience 
• 5+ years of customer facing experience on a GTM team in B2B Saas
• Experience using Gainsight, Marketo or other tools that manage customer communications at scale
• Demonstrated experience in creating and implementing customer engagement programs and initiatives to drive customer satisfaction and retention 
• Data driven approach to problem solving and strong analytical skills 
• Ability to prioritize amongst numerous initiatives for maximum impact 
• Strong communication skills and the ability to evangelize your programs 
• Strong project management skills: ability to manage multiple projects simultaneously, prioritize tasks, meet deadlines 
• Curiosity, creativity and the desire to experiment 

Compensation Range: 

$141k-175k

*San Francisco, CA or New York, NY: San Francisco strongly preferred and must be open to a hybrid work schedule*