Digital Success Manager
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What you'll do
- Own the end-to-end digital customer journey for a defined customer segment (typically SMB or low-ARR accounts), from onboarding through renewal and expansion.
- Design and execute automated lifecycle campaigns (email, in-app, webinars) that drive product adoption and feature awareness at scale.
- Monitor customer health scores and usage data to identify at-risk accounts and trigger appropriate digital or human interventions.
- Collaborate with CS, Product, and Marketing teams to develop self-serve resources including knowledge bases, video tutorials, and help content.
- Manage and continuously optimise digital engagement programs using tools such as Gainsight, Totango, HubSpot, or similar platforms.
- Analyse cohort data and engagement metrics to identify trends, surface insights, and iterate on program performance.
- Triage and escalate accounts appropriately when digital engagement signals indicate the need for human-led outreach.
- Support onboarding at scale through guided in-app experiences, automated check-in sequences, and digital office hours or webinars.
- Partner with Renewals and Sales to flag expansion signals or churn risk within the digital segment.
What they're looking for
- 3–5 years of experience in Customer Success, Account Management, or a related SaaS role.
- Demonstrated experience managing or contributing to a digital/tech-touch CS program.
- Comfort working with customer health data, CRM platforms, and CS automation tools.
- Strong written communication skills — able to craft compelling, scalable messaging for diverse customer segments.
- Analytical mindset with the ability to interpret data and translate it into actionable program changes.
- A customer-first orientation with the ability to drive outcomes without relying solely on direct relationship management.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
About Us
Location- Hyderabad
Level - Support Level
Department - Customer
Working Pattern - Work from Office
Benefits - Benefits at Ideagen
Salary - To be discussed at next stage
We are seeking a Digital Success Manager who is responsible for driving customer adoption, engagement, and retention across a digital-first customer segment. This role operates at scale, using data, automation, and digital touchpoints to deliver proactive success outcomes across a large portfolio of accounts — without relying on high-touch, one-to-one engagement for every interaction.
Responsibilities
- Own the end-to-end digital customer journey for a defined customer segment (typically SMB or low-ARR accounts), from onboarding through renewal and expansion.
- Design and execute automated lifecycle campaigns (email, in-app, webinars) that drive product adoption and feature awareness at scale.
- Monitor customer health scores and usage data to identify at-risk accounts and trigger appropriate digital or human interventions.
- Collaborate with CS, Product, and Marketing teams to develop self-serve resources including knowledge bases, video tutorials, and help content.
- Manage and continuously optimise digital engagement programs using tools such as Gainsight, Totango, HubSpot, or similar platforms.
- Analyse cohort data and engagement metrics to identify trends, surface insights, and iterate on program performance.
- Triage and escalate accounts appropriately when digital engagement signals indicate the need for human-led outreach.
- Support onboarding at scale through guided in-app experiences, automated check-in sequences, and digital office hours or webinars.
- Partner with Renewals and Sales to flag expansion signals or churn risk within the digital segment.
Skills and Experience
- 3–5 years of experience in Customer Success, Account Management, or a related SaaS role.
- Demonstrated experience managing or contributing to a digital/tech-touch CS program.
- Comfort working with customer health data, CRM platforms, and CS automation tools.
- Strong written communication skills — able to craft compelling, scalable messaging for diverse customer segments.
- Analytical mindset with the ability to interpret data and translate it into actionable program changes.
- A customer-first orientation with the ability to drive outcomes without relying solely on direct relationship management.
About Ideagen
Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better. Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.
We’re building a future-ready team, and AI is part of how we work smarter. If you're curious, adaptable and open to using AI to improve how you work, you’ll thrive at Ideagen!
What is next?
If your application meets the requirements for this role, our Talent Acquisition team will be in touch to guide you through the next steps.
To ensure a flexible and inclusive process, please let us know if you require any reasonable adjustments by contacting us at recruitment@ideagen.com. All matters will be treated with strict confidence.
At Ideagen, we value the importance of work-life balance and welcome candidates seeking flexible or part-time working arrangements. If this is something you are interested in, please let us know during the application process.
Enhance your career and make the world a safer place!
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