Digital Customer Success Lead

📋 Description

• Design and own the SMB digital customer journey from onboarding to renewal.
• Build and manage lifecycle email and in-app campaigns to drive adoption.
• Identify leading retention indicators and create proactive playbooks.
• Leverage AI tools to automate outreach and personalize communication at scale.
• Instrument everything — define metrics, track results, and report segment health.
• Collaborate with Product, Marketing and Implementation to align messaging, timing and channel strategy.

🎯 Requirements

• 3–6 years in customer success with scaled digital/tech-touch programs.
• Experience designing automated lifecycle journeys.
• Comfort with health data, usage signals, and segmentation.
• Strong written communication for customer journeys and internal docs.
• AI-first mindset with tooling in CS workflows and proven outcomes.
• Operational rigor — measure before launch.

🎁 Benefits

• Global experience across US, Australia, NZ, UK, Canada, Philippines.
• Paid Flexible Time Off with encouraged 3 weeks per year.
• Company-paid medical for you and eligible spouse/partner and dependents.
• Company-paid dental and vision for dependents and partners.
• 401(k) with company matching.
• Work-from-home stipend.