What you’ll be doing

Research and optimize digital customer journeys by identifying meaningful customer data in order to create proactive alerting flows and nurturing customer journeys
Evaluate program performance and business impact with ongoing metrics analysis and provide improvement recommendations using practical business cases
Develop and present your quarterly priorities for visibility and feedback alongside the management team
Work closely with our various Operations teams to implement and improve our suite of tools for the Customer Success team, including email program automation, business rules configuration, reports, and dashboards
Collaborate cross-functionally to implement multi-channel customer lifecycle and health programs that work synergistically with other customer touch-points to accelerate value realization and deliver cohesive and seamless experiences for our customers
Create and curate content for multi-channel customer programs
Create and maintain program documentation, project plans, and change management history
Measure customer satisfaction through feedback and NPS to monitor success of the program and iterate where needed.

What you need to be successful

3+ years of experience in Customer Success, IT Consulting or Performance Marketing
Program management experience in a high-growth environment, consulting, or business operations is a plus
Exceptional project management skills with a focus on planning, execution, and optimization.
Analytical mindset with the ability to use data to drive decision-making.
Passion and excitement to grow in the SaaS industry
Deep understanding of our external audience of Communicators and our CS teams
Demonstrated success in driving cross-functional projects and achieving strategic objectives.
Excellent communication, presentation, and interpersonal skills.
Proactive and solution-oriented approach to problem-solving.
Ability to thrive in a fast-paced, dynamic and agile start-up environment.
Business fluent English and German language skills

Digital Customer Success Program Manager