Digital Customer Success Manager

As a Digital Customer Success Manager, you will be responsible for delivering customer success at scale through automated and data driven engagement strategies. Your mission is to drive customer retention, product adoption and growth across a large customer base by leveraging tools such as ChurnZero, identifying behavioural trends, and delivering targeted lifecycle communications and enablement. Rather than managing a traditional portfolio, you will oversee digital customer journeys, ensuring customers receive the right message, at the right time, to maximise value from their membership.,

• Own and optimise automated customer journeys within ChurnZero, ensuring engagement is timely, relevant and aligned to customer lifecycle stages.
• Build and manage digital automation playbooks for onboarding, adoption, renewal preparation and expansion opportunities.
• Continuously test, refine and improve digital engagement strategies using performance data and insight.
• Monitor customer health metrics at scale, identifying anomalies within 'healthy' customers such as:
-Usage gaps, -Drop in engagement, and -Missed feature adoption.
• Translate data insights into targeted interventions to prevent unexpected future churn and increase product adoption.
• Ensure customers are guided towards self-service resources, webinars and training content to drive adoption.
• Support renewal readiness through automated engagement and value reinforcement campaigns.
• Partner with Product, Marketing and Customer Success teams to improve messaging, journeys and customer experience.
• Support continuous improvement initiatives by feeding back insights from automation performance and customer data.
• Maintain accurate tracking of customer journeys, engagement metrics and campaign performance.
• Ensure all automated communications align with brand, tone and customer value messaging.
• Manage end-to-end customer journey and continuously improve lifecycle coverage for our techtouch customers.
• Identify gaps where customers are not receiving timely engagement.
• Define customer segments based on behaviour, product usage, and lifecycle stage.
• Deliver personalised communications at scale rather than one size fits all messaging.
• Use insights to inform future campaigns and content strategy.
• Build early warning systems to ensure intervention happens before a customer churns.
• Become an internal expert on ChurnZero automation capabilities.
• Identify opportunities to improve system usage, efficiency and scalability.
  
  The ideal candidate we would like would have most, if not all the following qualities or experience:
• 2 years minimum experience working in Customer Success, Sales, Business Development or Account Management.
• Experience using Customer Success platforms such as ChurnZero, Gainsight, Planhat or similar.
• Strong analytical mindset with the ability to interpret customer data and translate into actions.
• Experience managing or contributing to automated lifecycle campaigns or digital engagement strategies.
• Ability to balance customer experience with commercial outcomes at scale.
• Comfortable working cross functionally across Customer Success, Marketing and Product.
• We will provide all the necessary sector training however demonstrating basic understanding of Construction or supply chain risk management will be preferable.
• Someone with exceptional writing communication skills and is able to adapt tone for different audiences.
• Someone who is enthusiastic and shows passion and excitement for their job.
• A fast learner with the ability to adapt to new information and systems efficiently.
• Demonstrates agility in learning and applying new skills and technologies.
• Someone who can prioritise, and perform effectively under pressure.
• Someone who is dependable and organised and can follow through on commitments they make both internally and externally.
• Enthusiastic about technology with strong computer literacy.
  
  As well as a career in a fast paced environment within a expanding business, we also offer the below benefits as standard:
• Wellness fund or Private Medical Insurance (dependent upon role)
• Pension
• Life Assurance x 3
• 25 days holiday plus 8 Bank Holidays
• Ongoing continual professional development (CPD)
• Holiday purchase Scheme up to 5 days
• 1 paid and 1 unpaid volunteering day
• 24/7 and 365 Days Employee Assistance Programme
• Team and company offsite events
• Specsavers eye care voucher
• Free Tea, Coffee and fruit every week - Basingstoke office