Geared toward candidates comfortable with designing automated customer journeys and managing long-tail segments, with a focus on digital communication and data analysis.
Derived from job-description analysis by Serendipath's career intelligence engine.
Original posting from Mend.io via Ashby
Why Mend.io
We are redefining how modern organizations secure software from open source and custom code to AI-generated components. As the creators of the first AI Native AppSec Platform, we help global enterprises stay safe, fast, and compliant in an era of AI-driven development. Our platform combines intelligent automation, deep risk visibility, and developer-first experiences, shaping the future of application security.
We are also committed to building a collaborative, empowering workplace. If you are excited about this role but do not meet every requirement, we encourage you to apply. Your perspective could be exactly what we need!
The Digital Success Manager (DSM) is responsible for defining, building, and managing the "Digital Touch" program. This role architects the end-to-end automated customer journey for the long-tail segment, working cross-functionally to ensure these customers achieve adoption, retention, and growth without high-touch intervention.
Customer Relationship Management:
- Program Architecture: Define and build the "Digital Touch" customer journey, mapping out key touchpoints from onboarding to renewal to ensure a consistent, high-quality experience.
- Automated Engagement: Design, implement, and manage automated outreach workflows, including adoption nudges, product tips, and renewal reminders.
- Scaled Communication: Maintain proactive, value-driven communication using email campaigns, in-app messaging, and triggered notifications.
- Customer Segmentation: Manage and engage the long-tail customer segment at scale with personalized yet automated touchpoints based on user persona and lifecycle stage.
- Feedback Loops: Collect customer feedback through automated surveys (NPS, CSAT) to identify gaps and opportunities to improve the digital experience.
Onboarding and Continuous Education:
- Automated Onboarding: Develop and manage "zero-touch" onboarding journeys that help customers quickly reach initial value without manual intervention.
- Content Strategy: Curate and organize digital resources (videos, knowledge base articles, self-service materials) to ensure the right content reaches the right user at the right time.
- Product Enablement: Leverage in-app messaging and walkthroughs to deliver ongoing education that promotes product proficiency and feature adoption.
Monitoring Customer Health and Retention:
- Data-Driven Health: Track health indicators such as login frequency, feature usage, and survey scores to monitor portfolio health.
- Exception-Based Outreach: Trigger 1-to-many or automated interventions when customers show signs of churn risk or stalled onboarding.
- Churn Risk Identification: Use data insights to flag at-risk customers early and execute digital playbooks for recovery.
Coordination with Internal Teams:
- Operational Execution: Partner with the Director of Operations to implement the necessary tooling, validate data integrity, and build the technical infrastructure required for automation.
- Cross-Functional Alignment: Partner with Sales, Product, and Marketing to ensure digital programs and content are aligned with company messaging and product releases.
- Voice of the Customer: Provide insights from scaled interactions to influence product enhancements.
Customer Goal Measurement:
- Journey Tracking: Monitor onboarding completion rates, product adoption benchmarks, and response to automated messaging.
- Engagement Analytics: Leverage analytics tools to measure open rates, click-throughs, and usage trends.
Identify Upsell and Cross-sell Opportunities:
- Digital Signals: Recognize data signals that may indicate a customer’s readiness for additional products.
- Automated Promotion: Use automated workflows to surface relevant product tips, upgrades, or feature recommendations.
Renewal Strategy & Execution:
- Automated Renewal Management: Set up and manage digital renewal reminders and campaigns to support on-time renewals.
- Process Efficiency: Identify opportunities to streamline renewal processes and reduce operational overhead through automation.
- Retention Optimization: Deploy automated outreach to improve retention based on customer readiness.
Continuous Improvement:
- Program Optimization: Continuously refine automated journeys and workflows based on data insights.
- Testing & Iteration: Run A/B tests to identify the most effective messaging, timing, and channel strategies.
Key Skills for Digital Success Managers:
- Digital Communication: Strong writing skills for email campaigns and in-app messaging (copywriting).
- Data Analysis: Ability to interpret large datasets to identify trends and trigger points.
- Process Design: Proficiency in designing logical workflows and customer journeys.
- Tool Proficiency: Experience with CS platforms (e.g., Gainsight, Totango), Marketing Automation, and CRM tools.
- Strategic Thinking: Ability to think about "one-to-many" scale rather than one-off solutions.
Requirements:
- Experience: 2-4 years in Customer Success, Marketing Operations, or Digital Account Management.
- Technical Aptitude: Experience with marketing automation or CS platforms (Gainsight, HubSpot, Intercom) is highly preferred.
- Education: Bachelor's Degree or equivalent work experience.
Key Performance Indicators (KPIs):
- Digital Engagement Rate: Open rates, click-through rates, and interaction with digital resources.
- Net Revenue Retention (NRR): Retention rate of the assigned long-tail segment.
- Adoption Metrics: Percentage of customers completing automated onboarding and reaching "active" status.
- Operational Efficiency: Reduction in manual touchpoints required for the long-tail
Our Culture
At Mend.io https://www.mend.io, we are leading the way in securing AI-powered applications, and we believe the best innovations come from teams where everyone feels valued. We are committed to a workplace built on respect, trust, and growth, where learning and flexibility empower people to do their best work.
Source: Mend.io careers (Ashby)