Sr. Manager Digital Customer Success

About You

As the Senior Manager, Digital Customer Success, you will play a pivotal role in shaping the future of how Abnormal best serves our customers. You will be accountable for creating our comprehensive, next generation digital Customer Success program that improves customer time to value, customer experience and employee productivity. This role requires a dynamic leader who can innovate in the digital space, champion a large cross-functional program and develop strategies to improve our ability to scale and drive outcomes across the customer lifecycle.

In this job, you will bring these skills

• Expertise in building a Digital Customer Success program with proven methods that support SMB and Enterprise customers.
• Demonstrated success in developing, implementing and innovating digital customer engagement strategies.
• Skilled at leading large, cross-functional initiatives that require vision setting, stakeholder alignment, execution and change management. 
• Strong influencer, with the ability to inspire and guide teams towards achieving strategic objectives.
• Exceptional communication and interpersonal skills, with the adeptness to engage and influence stakeholders across all levels of the organization.
• Analytical abilities with experience using data to measure success and inform strategy.
• Willingness and ability to operate in a fast-paced, dynamic and high-growth technology environment.
• Experience with Gainsight and Gainsight’s Journey Orchestration.
• Over 10 years experience within Customer Success, working at a global SaaS B2B technology, SaaS, or enterprise software company.

Role Responsibilities + Deliverables

• Design, own and implement a state-of-the-art digital Customer Success program that enhances our engagement model, leveraging AI technology to scale our efforts and drive meaningful customer outcomes.
• Champion the digital program, working closely with Sales, Marketing, Product, and Support to design a cohesive customer journey and continually enhance our approach.
• Develop and execute innovative strategies to guide customers through the Abnormal customer journey to ensure adoption and value realization across customer segments and personas.
• Partner with Customer Success to make it easier and more efficient for Customer Success Managers to serve their customers across our segments.
• Build approaches that leverage various tools and modalities such as customer community, knowledge base, bots, in-app messaging, email campaigns, webinars, office hours and training opportunities.
• Partner with Data Science to analyze effectiveness of digital program components and impact on onboarding, adoption, retention and expansion.

 

#LI-LM1