Digital Customer Success Campaign Manager

Who is Forcepoint?

Forcepoint simplifies security for global businesses and governments. Forcepoint’s all-in-one, truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working. 20+ years in business. 2.7k employees. 150 countries. 11k+ customers. 300+ patents. If our mission excites you, you’re in the right place; we want you to bring your own energy to help us create a safer world. All we’re missing is you!

Forcepoint simplifies security for global businesses and governments. Forcepoint’s all-in-one, truly cloud-native platform makes it easy to adopt Zero Trust and prevent the theft or loss of sensitive data and intellectual property no matter where people are working. 20+ years in business. 2.7k employees. 150 countries. 11k+ customers. 300+ patents. This is an exciting time to be at Forcepoint; we are delivering innovative cybersecurity solutions to our customers, such as our Data-first SASE platform, to help them achieve their strategic initiatives. If our mission excites you, you’re in the right place; we want you to bring your own energy to help us create a safer world. All we’re missing is you!

At Forcepoint, the Digital Customer Success Campaign Manager is a strategic member of the Customer Success Operations team, helping to drive meaningful customer engagement through strategic, right-time outreach to our customers to improve operational efficiency without sacrificing the effectiveness of our Customer Success program. In this role you will leverage automation, AI and close partnerships with cross-functional business teams to develop scaled solutions through a robust digital customer success program, crafting impactful digital experiences across the customer journey. 

Key Responsibilities
•    Develop strategy and implement digital programs that will assist Forcepoint customers in obtaining maximum value, from onboarding and throughout the course of their journey.
•    Evolve Customer Success engagement to a proactive, AI-driven, digital approach and deliver dynamic, personalized content to customers, while also minimizing the manual effort for Customer Success Managers where appropriate.
•    Leverage Gainsight Journey Orchestrator and additional customer experience technologies to build targeted and effectively scaled customer journeys, automating the targeting and delivery process.
•    Advocate and plan for additional data and resource needs to optimize the Customer Success Digital Program.
•    Use your understanding of adoption challenges encountered by customers to build effective digital customer programs, designing both risk intervention engagements and opportunity engagements.
•    Work with Customer Success leadership to identify cohorts of customers to target with proactive programs and understand the metrics that will measure the results and impact of your efforts.
•    Identify and curate content for your digital programs; identify gaps and collaborate with subject matter experts to develop critical content as needed.
•    Define measures of success, manage ongoing measurement and reporting on program performance in alignment with organizational goals, and make recommendations to enhance effectiveness of the program.

Required Experience & Skills   
•    Bachelor’s degree, or equivalent experience in a relevant field (e.g., customer success, operations, business analysis, data analytics, database administration, computer science, data analytics)
•    More than 10 years’ experience as an end-user of a CRM, customer support system, or marketing automation system
•    Demonstrated experience delivering scalable Customer Success engagement through digital strategies and managing end to end digital customer success campaigns and journeys that drive customer satisfaction and retention
•    Understanding of important metrics to gauge the successful performance of specific digital campaigns and strategies to improve outcomes
•    Excellent written communicator who has experience using Generative AI to improve quality and accelerate content creation is a plus
•    Experience using Gainsight to manage customer communication at scale
•    Proficiency in using Salesforce, data visualizations, and spreadsheet tools
•    Data driven approach to problem solving with strong analytical skills
•    A desire to incorporate feedback and personally grow as a valuable team member
•    Experience interacting with senior leadership and managers
 

Don’t meet every single qualification? Studies show people are hesitant to apply if they don’t meet all requirements listed in a job posting. Forcepoint is focused on building an inclusive and diverse workplace – so if there is something slightly differe