Senior Director, Digital Customer Engagement

As Articulate’s Sr Director of Digital Customer Engagement, you will be responsible for building and executing the technology-assisted strategy for customer motions across the post-sales journey from onboarding through expansion and renewal. This Sr. Director will create a cohesive workflow across Articulate’s digital platforms including customer success, community and marketing automation.

What You'll Do:

• Increase customer engagement, adoption and retention rates through innovative programs and strategies
• Hire, coach and lead a team of high-performing account managers and digital engagement specialists
• Build scale programs that span 1:many, 1:few, and digital-led motions supporting multiple  customer segments 
• Ensure digital programs align with the overall business strategy by mapping desired outcomes to business metrics
• Develop and build a digital customer retention strategy that centers Articulate's 1.4M member Community to support long term loyalty and uncover expansion
• Engage regularly with the Articulate community and the broader L&D community via posts, webinars, event participation and more. 
• Collaborate with cross functional partners across revenue, enablement, operations and engineering to drive customer retention and expansion
• Build adoption heat maps to determine adoption health in existing customer base
• Own team’s performance metrics and be responsible for guiding them to meet and exceed their goals. 
• Own the renewal forecast for your segment, reporting metrics to senior leadership weekly and reporting on renewal trends quarterly
• Serve as an escalation point for complex customer issues 
• Partner with VP of Customer Success to refine processes, systems, and resources to deliver value to our customers, the team and the business. 
• Support VP in special projects, as assigned

What You Should Have:

• 8-12 years of experience in sales, customer success, customer training, or account management in a fast-growing SaaS environment
• Prior experience of managing offshore and onshore teams
• Prior experience with Articulate products, specifically Storyline and Rise 
• Demonstrated ability to navigate complicated processes and integrate multiple technologies into a cohesive solution
• Ability to successfully build cross-functional partnerships to deliver on business goals
• Strong understanding of customer success industry and trends alongside learning and development industry and trends 
• Proven track record of success in identifying customer needs and implementing solutions in a SaaS environment 
• Experience utilizing metrics to make data-driven decisions 
• High level of business acumen and ability to communicate effectively with internal stakeholders
• Ability to influence cross-functional leaders through gaining buy-in, negotiation, and consensus-building
• History of improving processes, methodologies or programs that improve team & business performance
• Excellent organization, project management and time management skills
• Experience with customer success, account management, community, CRM, BI and marketing technology such as Salesforce, Gainsight, Looker, Marketo