Digital Customer Success Lead

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Digital Customer Success Lead based in United States.** This role offers the opportunity to build and scale a digital-first customer success strategy for a growing SaaS business. You will design automated customer journeys, adoption programs, and AI-powered engagement initiatives that improve retention and customer value. The position combines strategy, execution, analytics, and experimentation in a fast-moving environment. You will own scalable programs that support SMB customers throughout their entire lifecycle, from onboarding to renewal. Working closely with Product, Marketing, and Implementation teams, you will create impactful experiences that drive adoption. This is an ideal opportunity for a customer success professional who enjoys building new systems, testing ideas, and delivering measurable outcomes. ### Accountabilities: The Digital Customer Success Lead will be responsible for creating and operating scalable customer success programs that improve engagement, adoption, and retention across the SMB customer segment. This role requires a builder mindset, strong operational skills, and the ability to combine customer insights with automation and AI-driven solutions. - Design and own the complete digital customer journey, including onboarding, adoption milestones, renewal touchpoints, and customer health interventions. - Build automated lifecycle campaigns across email and in-product channels to deliver relevant customer communication at key moments. - Use customer behavior, product usage signals, and health data to identify retention drivers and create proactive engagement strategies. - Develop scalable customer success playbooks that improve adoption and increase customer value. - Leverage AI tools to automate outreach, personalize customer experiences, analyze data, and improve operational efficiency. - Define success metrics, establish reporting frameworks, and continuously measure the performance of digital customer programs. - Build and manage customer education initiatives, including webinar programs designed to increase product knowledge and engagement. - Partner cross-functionally with Product, Marketing, Implementation, and other teams to align customer messaging and lifecycle strategies. - Continuously test, optimize, and improve digital success initiatives through experimentation and data-driven decision-making. - Document processes, share insights, and create scalable systems that support long-term customer growth. ## Requirements: The ideal candidate has experience building digital customer success programs and understands how to use automation, analytics, and customer insights to drive measurable outcomes. You should be comfortable working independently, managing ambiguity, and collaborating across teams in a high-growth environment. - 3–6 years of experience in customer success, with experience developing or managing digital, scaled, or tech-touch customer success programs. - Demonstrated experience designing and launching automated customer lifecycle journeys. - Strong understanding of customer health metrics, usage signals, segmentation, and data-driven program development. - Excellent written communication skills, with the ability to create clear and engaging customer-facing content. - AI-first mindset with hands-on experience using AI tools for customer engagement, automation, analysis, or workflow improvement. - Strong operational discipline, including defining measurement strategies before launching initiatives. - Ability to move quickly from insights to hypotheses, experiments, and improvements. - Collaborative and adaptable approach with comfort working in evolving environments. - Strong cross-functional communication skills and the ability to align stakeholders across Product, Marketing, and Customer teams. - Preferred experience in B2B SaaS, SMB-focused technolo…