Digital Lifecycle Manager

General information

Country United States State Texas City Dallas Job ID 45895 Department SaaS Experience Level DIRECTOR Employment Status FULL_TIME Workplace Type Hybrid

Description & Requirements

As a member of the CSX Transformation & Innovation team, reporting to the VP of Scale CX, you will lead the execution and optimization of scalable digital customer lifecycle programs focused on adoption and value realization. Leveraging strategic and design thinking, you’ll drive engagement through digital channels such as in-app guides, AI-powered email campaigns, webinars, community platforms, and other AI-driven solutions to help customers achieve key adoption milestones.

A Day in The Life Typically Includes:

• Executing contextual customer lifecycle programs tailored for adoption, retention, and value realization using scalable 1:M channels (in-app, email, webinars, community). This will include strategic thinking, micro journey design, identifying the right persona, contextual guidance, etc to deliver impactful programs.
• Owning the strategy, design, hands-on build, and management of in-app user engagement guides, ensuring alignment with adoption goals and business outcomes
• Running the above programs effectively will require collaborating cross-functionally with Product, Marketing, Customer Success, and IT teams to integrate AI and digital engagement solutions effectively within customer experiences
• Breaking down the problems, solving them effectively with other team to have a path forward (progress over perfection), and execute with agility and flexibility.
• Measuring and analyzing campaign and program performance and customer engagement data, iteratively optimizing toward clearly defined adoption KPIs and measurable ROI in partnership with Data Analytics and Product Analytics teams.
• Provide clear reporting, actionable insights, and executive updates on campaign performance and value realization metrics.
• Establishing and continuously refining scalable processes and operational frameworks in partnership with Customer Success, Product Operations peers and others, as needed.

Required skills:

• Experience executing customer lifecycle management, adoption marketing, or digital engagement programs within SaaS or technology environments.
• Experience designing and executing detailed customer journeys and 1:M digital campaigns.
• Experience designing, tracking, optimizing campaigns, and driving measurable customer outcomes
• Experience with project managem