Senior Manager, Digital Customer Success
July 22
🏡 Remote – Anywhere in California
Description
• Develop and deliver digital initiatives to improve the effectiveness and efficiency of conversion, activation, growth and retention for 1Password customers, including: Digital customer journey and experience, Customer journey development, Go-to-market (GTM) and/or customer activation campaigns, including collaboration with Marketing, Product, Data Teams, and Sales Operations, Digital journey development, content creation and curation, and metrics, and Enhance and augment digital experience for CSM-led customers • Collaborate cross-functionally to align the digital experience across email, in-app, the customer portal, Product feedback, etc. for a cohesive customer experience • Create a world-class first 30 day experience for our end-users. One that is grounded in amazing onboarding, getting users to our “aha” moment faster and demonstrates enough value to drive conversion and 90 day retention. • Design, evaluate, and measure digital programs against internal targets for continuous improvement • Leverage data and analytics to develop, lead, and measure results for GTM growth and retention-related initiatives, programs, and campaigns • Build upon our existing foundation of customer resources to create a vast and comprehensive library of content, webinars and short tutorials that allow customers to get the help they need in a true self serve way. • Attend weekly forecast meetings to share results against targets including; conversion, activation, contraction, churn and growth. • Drive and live with experimentation. Bring what we’re learning, seeing and hearing from customers and making tweaks to the process to find a more efficient/better way to support customers through it or to eliminate it altogether.
Requirements
• 7+ years of experience in a customer success, account management, customer marketing, product operations role or related with 2+ years of experience managing people/teams that are accountable for customer retention • Demonstrated progressive experience with Digital Programs, Customer Marketing, or related experience with a technical SaaS or subscription software service • Rich knowledge and track record with email campaigns, in-app experience, webinars/events and certifications. • Experience with defining and leading digital engagement strategies (i.e., digital journey creation, content marketing, etc.) across an omni channel journey. • Excellent cross-functional leadership, collaboration and communication skills, with experience influencing strategy and aligning execution across organizations in a fast-paced, high-growth environment in mid-sized or large organizations (i.e., 500+ employees) • Expert-level analytical skills, using data to inform product/service decisions that eliminate redundant tasks, improve the customer experience and drive growth. • Strong verbal and written skills with a strong ability to articulate and communicate strategies and plans • It’s a bonus if you have personal experience with 1Password or another password manager. While not required, it’ll help you quickly gain confidence in this role • Also a bonus if you’ve managed other managers
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