Success Insights Manager

1 мес. назад

United StatesCanadaWorldwideSenior

data analysiscustomer success softwaredigital program managementcontent development

Manage data-driven digital success programs to maximize customer value post-sale.

Требования

Prior experience managing digital success programs, as a growth product manager/marketer, or automating insights.
Experience in building enterprise SaaS adoption programs is desired
5+ years of related experience
Bachelor’s degree; advanced degree in a business, marketing, analytics, or technical field preferred
Adaptability, flexibility in the face of changing business requirements and conditions
Knowledge in identity, security, access management, workflow, and/or developer-facing products
 
P22165
Below is the annual On Target Compensation (OTE) range for candidates located in California (excluding San Francisco Bay Area), Colorado, Illinois, New York and Washington. Your actual OTE, which is inclusive of base salary and incentive compensation, will depend on factors such as your skills, qualifications, experience, and work location. In addition, offers equity (where applicable) and benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies. To learn more about our Total Rewards program please visit: . 
Below is the annual salary range for candidates located in Canada. Your actual salary will depend on factors such as your skills, qualifications, and experience. In addition, offers equity (where applicable), bonus, and benefits, including health, dental, and vision insurance, RRSP with a match, healthcare spending, telemedicine, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies. To learn more about our Total Rewards program, please visit: .

Другое

Secure Every Identity, from AI to Human Identity is the key to unlocking the potential of AI. secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence. This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk.
Love our Customers is our #1 Value at .   The Customer First Team lives and breathes this every day.  A critical element of ’s strategy is helping our customers accelerate their time to value and expand their relationship with .  This is a key differentiator for and we believe that all customers, large and small, deserve an exceptional experience and this assistance. When we do this well, our customers succeed and succeeds by growing our renewal rates.   
 
The Success Insights Manager role is an exciting opportunity to help execute a scaled success strategy, providing exceptional, data-driven content that maximizes value for customers post-sale. You will execute digital success programs that involve designing and developing visually engaging and informative data-driven content tailored to our customers’ unique use cases that also scale effectively to meet the needs of our expanding customer base. This content will serve as powerful tools for our post-sales teams, including customer QBRs, automated delivery plans, and more, helping them demonstrate the value of and drive product adoption among our largest customers. Your primary targets will include driving adoption and retention as well as the future growth of our customer base while sa
 
You will partner with many cross-functional groups within , including Product, Business Technology, Data, Marketing, Technical Account Management, Renewals, Sales, and outside vendors. Success in this role will require both a strong ability to understand the needs of large Enterprise customers and develop solutions that scale. You will obtain in-depth knowledge of products, how they are adopted, and understand our customers and why they stay with while leveraging underlying data to inform new programs and opportunities. You’ll also influence how we engage our customers in a human, meaningful, and value-driven manner. This is the chance to shape a highly visible area of the business that directly impacts our bottom line. 
 
Automate the creation of data-heavy customer-facing content and other insights via a content automation tool, prioritizing the use of AI prompting models to generate proactive and personalized customer narratives. 
Drive the strategic shift from traditional rule-based logic to scalable, generative AI workflows for producing tailored content that maximizes customer value. 
Collaborate closely with post-sales customer-facing teams to understand the needs and challenges of our enterprise customers.
Translate customer and product insights into effective and persuasive deck content that addresses their pain points and highlights 's solutions.
Design solutions that scale to accommodate a diverse range of enterprise customer profiles.
Regularly update and refine decks based on product usage data, ensuring they remain aligned with the latest features and capabilities of and drive strong product adoption and retention.
Creatively leverage AI techniques to analyze usage trends and program performance, identifying patterns in what is working and what is not working at scale. 
Develop methodologies to quantify and represent the business impact related to retention and adoption goals through AI-driven automation programs. 
Work closely with cross-functional teams, including Product Management, Marketing, Data, and Technical Account Management, to gather insights and feedback for continuous improvement.
Actively participate in collaborative sessions to align deck content with overarching business goals.
 
AI and Automation Mindset: Must possess the mindset to transition program design from traditional if/then decision trees to effective AI prompting and LLM workflows. Continuously test, measure, analyze, and recommend optimizations for existing programs and new opportunities
Proven ability to craft insights out of data. Possess expertise in developing value and adoption narratives at scale.
Strong understanding of enterprise customer needs and the ability to translate those needs into compelling deck content.
Knowledge of, Gainsight, Pendo, Tableau, Databricks, Snowflake, etc. to get the data and insights you need to successfully design, execute, and monitor programs. 
Bonus points if you have experience with Matik or related deck-automation tools.
Possess knowledge in the use of various content types and engagement methods, such as AI agents, video, in-app guides, and email, with demonstrated experience in prompt engineering for generating actionable insights and compelling content
Ability to leverage an effective track record of success to positively influence program execution across teams
Display effective communication and team collaboration skills
Demonstrate excellent communication skills (presentation, verbal and written)
 
Supporting Your Well-Being  
Driving Social Impact 
Developing Talent and Fostering Connection + Community
We are intentional about connection. Our global community, spanning over 20 offices worldwide, is united by a drive to innovate. Your journey begins with an immersive, in-person onboarding experience designed to accelerate your impact and connect you to our mission and team from day one. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws. If reasonable accommodation is needed to complete any part of the job application, int