Manager, Digital Customer Experience & Success

Role Overview: As a dynamic and results-driven individual in the Customer Experience and Success Management team at Icertis, your primary responsibility will be to lead and manage customer adoption initiatives. You will design and execute data-driven, scalable adoption campaigns aimed at improving customer engagement and usage. Your role will involve collaborating with cross-functional teams to develop impactful content and resources, while leveraging key tools like Gainsight, Salesforce, and Power BI to track and optimize program performance. The ideal candidate for this role will be highly analytical, with a passion for driving customer success through actionable insights and data-informed strategies. Key Responsibilities: - Design, execute, and manage one-to-many adoption campaigns. - Create and leverage data-driven insights to identify and segment customers with adoption and usage challenges. - Collaborate with subject matter experts to create impactful, scalable adoption messaging and content. - Design campaign flows for the delivery of content via one-to-many channels such as webinars, email campaigns, and office hours. - Monitor customer engagement levels and measure the overall effectiveness of adoption campaigns. - Identify engagement opportunities for Customer Experience Managers. - Manage content and resources for customer adoption engagements. - Measure and optimize the impact of the Customer Experience and Success team. Qualifications: - 3+ years of experience in Customer Success, Marketing, or Operations, with a focus on one-to-many engagements, adoption at scale, and data-driven strategies. - Strong analytical skills with the ability to interpret customer data and deliver insights that influence stakeholder decision-making. - Excellent communication skills (both verbal and written), with a strong ability to articulate strategies and plans. - Experience with tools such as Gainsight, Salesforce, Power BI, Excel, or other customer engagement platforms. - Demonstrated experience in leading one-to-many customer meetings, training sessions, and monitoring user engagement at scale. - Proven project management skills, with the ability to manage multiple initiatives concurrently and deliver results. - Bachelor's degree or equivalent experience with a customer-centric mindset. (Note: Omitted the "About Us" and "About The Team" sections as they were not mentioned in the instructions),