Customer Digital Lifecycle Manager

As a Customer Digital Lifecycle Manager, you will be responsible for planning and producing digital programs to drive customer adoption of Conductor’s platforms. We’re looking for a customer-obsessed storyteller with the ability to craft compelling and focused material and a passion for helping users achieve results. In this role, you will create one-to-many engagement programs that leverage customer behavior and interaction data to guide our customers to achieve value and provide targeted, personalized help at key points in the customer journey. A willingness to experiment and a love of writing will be essential ingredients in your success. Ultimately, you will be responsible for creating innovative and engaging one-to-many customer programs to increase user activation, adoption, and retention. 

This role sits within the Customer Success organization at Conductor. Our team is laser-focused on delivering value to customers using scalable activities. We are looking for an individual contributor who is hungry for a highly-impactful role within a growing department, and who wants to have a key role in our company’s one-to-many customer success functions. 

Key Responsibilities:

• Develop and execute digital programs that engage users throughout the customer lifecycle, including onboarding, adoption, retention, and expansion. These programs will require you to create email campaigns, in-app guides, and necessary supporting materials.
• Collaborate with Customer Success, Marketing, Account Management, Onboarding, Training & Enablement, and Product, to design and execute effective digital campaigns and initiatives across multiple channels.
• Lead the development of personalized customer experiences through the use of data-driven insights and marketing automation tools.
• Monitor customer engagement metrics, such as conversion rates, retention rates, and customer satisfaction, and identify areas for improvement.
• Conduct A/B tests and other experiments to optimize customer touchpoints and drive higher engagement and conversion rates.
• Use analytics to measure the effectiveness of your initiatives, identify areas for improvement, make data-driven recommendations, and execute on approved changes.
• Develop and maintain user segmentation and targeting strategies to ensure users receive the right content at the right time in their Conductor customer journeys.
• Contribute to the overall plan for incorporating one-to-many touch points into the Conductor customer journey.
• Lead initiatives within the digital customer success department to source additional content from subject matter experts.
• Stay up-to-date with B2B SaaS digital customer success trends and best practices.

Requirements:

• 3+ years of experience in growth marketing, lifecycle marketing, digital customer success, value consulting, or other roles with a focus on scaled outreach to drive customer engagement and retention.
• Strong writing skills with the ability to make messaging engaging, value-driven, helpful, and fun (help us bring some light business humor to our voice).
• Bachelor's degree in marketing, business administration, or related field and/or relevant experience.
• Prior experience working at a B2B SaaS company.
• Proven track record of developing and implementing successful customer lifecycle management strategies.
• Strong analytical skills with the ability to interpret complex data and make data-driven decisions.
• Proficiency in using marketing automation platforms and customer relationship management (CRM) systems (e.g. Marketo, Catalyst, etc.)
• Experience with A/B testing, segmentation, personalization, and other customer engagement optimization techniques.
• Excellent project management skills with the ability to handle multiple priorities and meet deadlines.
• Strong communication and collaboration skills to work effectively with cross-functional teams.
• Experience using data and insights to inform requirements, ideas, and strategies
• Independent, self-motivated, and a creative thinker who loves experimenting 

Bonus points for:

• Solid understanding of digital marketing channels, including email marketing, social media, SEO, content marketing along with a strong understanding of customer journey mapping and optimization.
• Hands-on experience using data analytics and visualization tools (e.g. Heap, Excel, relational databases/SQL, Tableau, Pendo, Heap, etc.)
• Content creation experience such as video creation, webinar hosting, knowledge base writing, or other supportive materials. 

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