Customer Success Digital Success Manager
5 days ago
A Little About Us
EDB provides a data and AI platform that enables organizations to harness the full power of Postgres for transactional, analytical, and AI workloads across any cloud, anywhere. EDB empowers enterprises to control risk, manage costs and scale efficiently for a data and AI led world. Serving more than 1,500 customers globally and as the leading contributor to the vibrant and fast-growing PostgreSQL community, EDB supports major government organizations, financial services, media and information technology companies. EDB’s data-driven solutions enable customers to modernize legacy systems and break data silos while leveraging enterprise-grade open source technologies. EDB delivers the confidence of up to 99.999% high availability with mission critical capabilities built in such as security, compliance controls, and observability. For more information, visit www.enterprisedb.com
Customer Success Digital Success Manager
Boston, MA or Remote US, Preferable US Eastern Standard or US Central Time Zone
Job Summary:
Enterprise DB is seeking a highly motivated and experienced Customer Success Operations Manager to join our team. The Customer Success Operations Manager will be responsible for customer success data strategy and integrity, reporting and monitoring business performance and optimizing operations and processes within the Customer Success team to drive efficiency and effectiveness.
Key Responsibilities:
Develop a comprehensive digital customer success strategy tailored to the needs of various customer segments, focusing on scalable solutions to drive product adoption, value realization, and customer loyalty. Create digital CS playbooks and supporting content that enables customers to achieve desired outcomes using self and light-touch service offerings
Produce high-quality, engaging digital content tailored to different stages of the customer journey, including educational materials, product guides, tutorials, FAQs, and success stories, ensuring relevance and accessibility to the target customer segment.
Leverage the latest in digital technologies, including customer success platforms, CRM tools, content management systems, and analytics tools, to automate and optimize the delivery of digital customer success initiatives.
Regularly analyze campaign and content performance and customer engagement metrics to assess the effectiveness of digital customer success efforts, making data-driven decisions to optimize strategies and tactics and to continuously improve content, campaigns, and overall digital customer success initiatives.
Work closely with cross-functional stakeholders to ensure alignment on customer success goals and processes, sharing insights and feedback to enhance the overall customer experience.
Requirements:
Solid understanding of Customer Success methodologies and practices.
Ability to develop and implement comprehensive digital customer success strategies that align with the company’s goals and address customer needs
Strong writing and content creation skills with the ability to leverage existing content as well as produce new engaging, informative, and compelling content tailored to various stages of the customer journey. Proficiency in storytelling to highlight product benefits, customer success stories, and use cases and to motivate customer action via the content.
Proficiency with customer success platforms, CRM software, content management systems (CMS), marketing/email automation tools and digital analytics tools. Ability to quickly adapt to new technologies and platforms is crucial.Experience leveraging AI is desirable.
Proficiency in using analytics tools to measure campaign performance, customer engagement, and content effectiveness. Ability to interpret data, draw insights, and make data-driven decisions to improve digital customer success efforts.
5+ years working for SaaS company, including 2+ years in a CX program management, portfolio management or practices role
Excellent analytical and problem-solving skills
Strong communication and interpersonal skills
Ability to work independently and collaboratively in a fast-paced, dynamic environment
Bachelor’s degree in relevant field
EDB is committed to supporting our employees' overall well being by offering a range of benefits and resources to promote a healthy work-life balance and wellness. We provide access to Modern Health to aid employees in health and wellness tips and practices, as well as Wellness Fridays extending to June 2024 Check out our career site for more information on perks and benefits and reach out to our Talent Acquisition team for region specific benefits.
We know it takes a unique mix of people and skills to help us in our mission to supercharge Postgres, and we understand that not everyone will check every box. We’d love to hear from you and we want you to apply
EDB is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. EDB was built on a commitment to trust and respect each other and to embrace an array of people and ideas. These values remain at the center of our culture and are key to our company’s integrity.
EDB does not seek or accept unsolicited resumes or CVs from recruitment agencies. EDB and its affiliates are not responsible for, and will not pay, any fees, commissions, or any other similar payment related to unsolicited resumes or CVs except as required in a written signed agreement between EDB and the recruitment agency or party requesting payment of a fee.
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