Digital Customer Success Strategist, Senior
Core
Builds automated, One-to-Many customer journeys (email, in-app messaging, digital reviews) to drive product adoption, retention, and operational efficiency.
Role type
Senior IC Digital Customer Success Strategist
Builds
Scalable digital lifecycle programs, automated email cadences, and AI-powered digital business reviews
Domain
SaaS / Product-led growth / Customer Success
Deliverable
production ML models | product features
Required skills
Digital Customer Success strategy, One-to-Many email program design, Digital business review automation, AI-powered workflow implementation, Customer lifecycle management, CRM and lifecycle automation tool expertise, Data analytics and segmentation, Cross-functional program management
Preferred skills
Legal tech or tax tech domain experience, Compliance-sensitive vertical experience
Technologies
CRM systems, Marketing/lifecycle automation tools, In-app engagement platforms, BI/reporting tools, AI-powered automation tools
Responsibilities
Design and manage automated lifecycle programs from onboarding to renewal; Own lifecycle nurtures and renewal/risk-based outreach; Build automated EBR/QBR alternatives with next-best-action logic; Apply AI to content generation and account summarization; Use segmentation and health scores to inform personalization; Partner with Product, Marketing, and Engineering on adoption initiatives; Test and refine messaging and trigger logic
Seniority
Senior, hands-on IC
