Digital Customer Success Manager, Campaign Specialist (Remote Eligible)

Smartsheet is looking for a Digital Customer Success Manager, Campaign Specialist. In this role you will partner closely with Customer Success, Global Shared Services, RevOps, Lifecycle Marketing, Marketing Automation, and other internal teams. You will be responsible for developing and maintaining an internal catalog of all customer email communications in order to help define the Customer Experience (CX) voice and tone for our CS offerings. Through this work, you will evaluate strategy overlap and gaps, create campaigns to fill these gaps, and regularly groom the inventory of customer emails to ensure that they are up to date and driving impactful business outcomes. Additionally, you will own all Customer Success emails sent from Gainsight and will collaborate cross-functionally to ensure consistent messaging.

For you, this is a career-defining opportunity to join us at an essential moment and have a significant impact. You have experience operating in a SaaS B2B company working with Customer / Post-sales teams and are at ease in a fast-paced and ever-changing environment. To be successful in this role, a combination of leadership, influence, business acumen, project management and excellent written communication skills, particularly in email writing, is essential. Individuals in this role will possess strong expertise in digital marketing solutions and content creation. 

As a member of Customer Success Offerings team, your role is not to engage with a book of business; rather you’re managing and sending scaled communications on behalf of the customer facing field team to drive efficiency for our team members and to create value for our customers. The CS Offerings team develops, measures, and iterates on the CS Offerings and additional motions, like Voice of Customer which the field takes to market. Our work is largely executed, tracked and measured out of Gainsight and experience with this tool is an asset. You’ll partner closely with the Offerings team members to ensure our go-to-market strategy for offerings and other initiatives are cohesive, consistent, and driving meaningful business outcomes.

This important role will report to the Director of Customer Success Offerings and is remote eligible.

You Will: 

• Within 90 days, create a comprehensive inventory of all active email campaigns enabling you to be an expert on the email experience delivered to Smartsheet customers; you will create, own and maintain a shared calendar of all evergreen digital outreach campaigns
• Conduct gap analysis to identify key aspects of the customer journey that can be optimized to increase usage and expand use cases at scale
• Partner closely with cross-functional teams including Global Shared Services, Lifecycle Marketing and Product Marketing to ensure alignment on current and future customer campaigns
• Define swimlanes with Marketing to align overall strategy, approach and content to email (persona, journey, segmentation, etc.)
• Develop, execute, and optimize user stories for Gainsight Journeys for various stages of a customer’s lifecycle to drive adoption and healthy usage
• Communicate key results and learnings to cross functional teams and stakeholders 
• Work with Customer Success Managers to understand customer pain points and areas of opportunity to create new campaigns 

You Have:

• Experience working in a fast-paced, high growth software company on a post-sales team, preferably 3+ years of customer-facing experience, working cross-functionally and managing customer transformation programs
• 3+ years of direct ownership over multiple, concurrent email campaigns where you’ve managed the full lifecycle of multiple campaigns at once
• 1+ years of experience working with Gainsight is desired 
• 1+ year driving internal change where you participated in change management efforts 
• Passion for analyzing complex problems, developing recommended solutions, and executing on your initiatives
• Outstanding project management skills across a varied set of responsibilities
• Passion for working with leading edge, web-based technologies and a desire to deeply understand Smartsheet's benefits, use cases, and business and technical elements
• Bachelor's degree in a relevant field is preferred
• Strong presentation skills and the ability to communicate complex information broadly to an audience of varying skill levels

Perks & Benefits:

• HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees 
• Restricted Stock Units (RSUs) for eligible roles
• Lucrative Employee Stock Purchase Program (15% discount)
• 401k Match to help you save for your future (50% of your contribution up to the first 6% of yo