About the role
<p><span style="font-size: 12pt;"><strong>About the Role:</strong></span></p> <p><span style="font-size: 12pt;">We are looking for an experienced Digital Customer Success Manager to drive the execution of our digital and scaled programs. In this role, you will take ownership of strategic digital initiatives, managing complex customer touchpoints and leveraging AI and advanced automation workflows to drive adoption and retention.</span></p> <p><span style="font-size: 12pt;">You will act as a senior practitioner within the digital team, managing high-impact campaigns, critical risk interventions, and sophisticated customer journeys. You will be the bridge between high-level strategy and tactical execution, ensuring our digital success program delivers value at scale. You partner closely with CS-Ops (data, Gainsight, BigQuery), Customer Education (LMS, in-app guidance), and Marketing, and you operate in a regulated context where accuracy matters more than reach.</span></p> <p><strong><span style="font-size: 12pt;">As a Digital Customer Success Manager, you will:</span></strong></p> <ul> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Operationalise the digital strategy by building and maintaining complex customer journeys (e.g., adoption accelerators, risk mitigation flows).</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Lead targeted and timely engagement with customers that automation can't support efficiently (e.g. high-growth, churn risk)</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Configure the orchestration layer in Gainsight (CTAs, programmes, rules) and Pendo (Guides, Resource Centre) so the right intervention fires for the right cohort at the right point in the lifecycle</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Handle escalated risk scenarios and complex customer questions that require a deep understanding of our products.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Analyse health signals from our largest digital cohorts and deploy and manage targeted plays</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Dive deep into customer usage data to identify untapped expansion opportunities within the scaled portfolio.</span></li> <li style="font-size: 12pt;"><span style="font-size: 12pt;">Collaborate with customer education and marketing to develop advanced educational content suited for mature or complex customers.</span></li> <l