СШАDigital Adoption & Lifecycle Manager
5 дн. назад
132k–162.8k USD / годСШАRemote
analyticsautomation
Manage digital adoption and customer lifecycle programs leveraging analytics and automation at .
О компании
- is the leading product intelligence and analytics platform, trusted by more than 29,000 companies to help understand how people use the products they build. By combining powerful analytics with AI that knows your business, helps teams see what’s working, diagnose what’s not, and decide what to build next. Learn more at .com .
- Customer Digital Experience sits within Customer Engineering, the technical arm of 's Customer organization.
- A Our sharpest focus is the digital-only segment: thousands of companies with no proactive account coverage. Some have technical resources available to them, but that support is entirely reactive. It answers the ticket and solves the problem in front of it. Nobody is watching for the customer who implemented and then never built a report, or the account whose usage has been sliding for a month. Our job is to be proactive,, and everything we build should be as automated as possible, without a human initiating it.
- Our programs run across the full customer base and are not one-size-fits-all. We build flows that branch and adapt by segment, tuning the content, timing, and channel for who's receiving them. An onboarding flow for a digital-only customer carries the whole experience; the version reaching an account with a dedicated team is tuned to complement what that team is already doing. Same underlying program, deliberately different execution, continuously optimized based on what each segment responds to.
- We're close to the data and to the technical reality of how customers implement and use . We're not guessing at what customers are doing; we can see it, and we build against it. This is a small, new team standing up a new function. The playbook isn't written yet; we're writing it together.
- We’re a leader in analytics with over 29,000 customers and $277M invested from prominent investors: like Andreessen-Horowitz, Sequoia, YC, and, most recently, Bain Capital. ’s pioneering event-based data analytics platform offers a powerful yet simple solution for companies to understand user behaviors and easily track overarching company success metrics. Our accomplished teams continuously facilitate our expansion by tackling the ever-evolving challenges tied to scaling, reliability, design, and service. Choosing to work at means you’ll be helping the world’s most innovative companies learn from their data so they can make better decisions.
Обязанности
- As our Digital Adoption & Lifecycle Manager, you'll own the communications that drive adoption, retention, and expansion across 's customer base, with our digital-only customers as the sharpest test of whether the programs work. You'll design lifecycle programs triggered by real behavior: a team that just implemented but hasn't built their first report, an account whose query volume dropped for three straight weeks, a power user hitting the edge of their current plan. Then you'll write the emails and in-product messages that move them forward.
- This is a builder's role, not a maintainer's role. You'll define the segmentation, write the copy, set up the triggers, instrument the measurement, and then argue with the data about what to change.
- It's also a deeply collaborative one. You'll work hand in hand with our Customer Success Digital Programs Manager, sharing a roadmap and dividing the work. You'll partner with Marketing on the overall email calendar so our lifecycle sends and their campaigns aren't competing for the same inbox. You'll support adoption initiatives coming out of Product, turning a launch into something customers actually try. And you'll take cues from customer-facing teams about what's landing and what isn't. Very little of this job happens alone.
- You'll also help define what agentic customer success looks like at . The scaled programs we build today are rules and triggers; the ones we build next will involve AI agents that can interpret a customer's situation, decide what that customer needs, and act. We're early here and we don't have the answers. We want someone who is already experimenting, who already has opinions about where agents help and where they break trust, and who wants to shape how this gets built.
- If you like clean handoffs and finished systems, this isn't it. If you want to build the thing from zero and own the number it moves, read on.
- Build the lifecycle communication program end-to-end across onboarding, adoption, retention, and expansion, from strategy through copy, build, launch, and iteration
- Create programs that serve the full customer base while working hardest for digital-only customers, and decide where messaging should differ for accounts with a dedicated team
- Design behavior-based segmentation using product usage, health signals, lifecycle stage, and account attributes; define the triggers that decide who hears from us and when
- Write clear, useful customer-facing copy across email, in-product messaging, and other digital channels that reflects 's voice and gives customers a reason to act
- Build and ship campaigns in tools like, HubSpot, and Statisfy, including the audience logic, templates, and QA that keep them reliable
- Partner with Marketing on the shared email calendar, coordinating timing, frequency, and audience overlap so customers get a coherent experience instead of three messages in one week
- Support product-led adoption initiatives by translating launches and feature pushes into lifecycle moments that get customers to try the thing, and report back on whether they did
- Keep our library of lifecycle messaging current as the product changes, retiring what's stale and rewriting what no longer matches reality
- Define success metrics for every program, instrument them in , and run a regular reporting cadence on engagement, adoption lift, and downstream retention and expansion impact
- Run experiments on subject lines, timing, sequencing, channel mix, and audience definition, and kill what doesn't work
- Work with customer-facing teams to learn what resonates in conversations, translate it into programs that reach customers without proactive account teams, and make sure digital touches complement rather than collide with human ones
- Pilot agentic approaches to scaled customer success, where an AI agent can personalize a touchpoint, surface the right next action, or handle a customer interaction end-to-end, and develop a point of view on what should be automated, what should stay human, and how we'd know the difference
- Identify gaps in our data, tooling, and process, and propose what we should fix first. This program is new and the infrastructure is being built alongside it.
Будет плюсом
- Experience launching a scaled or digital customer success program at a company that didn't have one before
- Experience serving a long-tail or self-serve customer base where digital is the only channel available, alongside segments that have dedicated account teams
- Experience with in-product messaging tools and lifecycle orchestration beyond email
- Hands-on experience deploying an AI agent into a real customer-facing workflow, at any scale, including the ones that didn't work
- #LI-Remote
Условия
- The amount listed below is the total target cash compensation (TTCC) and includes base compensation and variable compensation in the form of either a company bonus or commissions. Variable compensation type is determined by your role and level. In addition to the cash compensation provided, this position is also eligible for equity consideration and other benefits including medical, vision, and dental insurance coverage. You can view our benefits offerings here . Our salary ranges are determined by role and level and are benchmarked to the SF Bay Area Technology data cut released by Radford, a global compensation database. The range displayed represents the minimum and maximum TTCC for new hire salaries for the position across all of our US locations. To stay on top of market conditions, we refresh our salary ranges twice a year so these ranges may change in the future. Within the range, individual pay is determined by experience, job-related skills, qualifications, and other factors. If you have questions about the specific range, your recruiter can share this information.
- Compensation Range
- $132,000 — $162,750 USD
- Comprehensive Medical, Vision, and Dental Care
- Mental Wellness Benefit
- Generous Vacation Policy & Additional Company Holidays
- Enhanced Parental Leave
- Volunteer Time Off
- Additional US Benefits: Pre-Tax Benefits including 401(K), Wellness Benefit, Holiday Break
- *please note that benefits and perks for contract positions will vary*
Другое
- Experienced in customer lifecycle communications, ideally in a B2B SaaS environment, focused on post-sale adoption, retention, and expansion rather than demand generation or pre-sales
- An excellent writer who can be concise, specific, and useful to a technical audience
- Hands-on with lifecycle and marketing automation platforms (, HubSpot, Braze, Iterable, or similar); you build the campaign yourself, you don't hand off a brief
- Fluent in product analytics ( or similar) and comfortable pulling your own data to define segments and measure results
- Familiar with customer success platforms (Statisfy, Gainsight, Totango, or similar) and how health signals and customer data feed scaled programming
- Strong at segmentation, able to reason about cohorts, behavioral triggers, and audience overlap, and knows when a segment is too small to matter
- Data-driven in practice, not just in principle; forms a hypothesis, measures the result, and changes course based on what the data actually says
- Comfortable being measured on business outcomes, not open rates alone. You've directly contributed to metrics like GRR, NRR, activation rate, and time to first value.
- Genuinely collaborative. You've coordinated a shared calendar with Marketing, taken input from customer-facing teams, and supported someone else's launch without needing it to be your project.
- Experienced working alongside customer-facing teams and comfortable earning their trust when your programs touch their customers
- Able to drive projects forward independently across teams, with the judgment to prioritize, make tradeoffs, and keep things moving without a defined playbook
- Comfortable with ambiguity and energized by building from the ground up
- Actively experimenting with agentic customer success. Not just using AI to draft copy, but thinking about where AI agents can take real action in the customer lifecycle. You've tried things, you've seen what falls over, and you have a point of view on what's ready and what isn't. We'll ask you what you've built or what you’re ideating on.
- Using AI purposefully in your day-to-day: drafting and iterating on copy, analyzing campaign performance, scaling research and segmentation work
- Make Bold Bets: We choose courageous action over comfortable progress.
- Innovate with Insight: We tackle decisions with rigor and judgment - combining data, experience and collective wisdom to drive powerful outcomes.
- One Team: We collaborate across boundaries to achieve far greater impact than any of us could accomplish alone.
- Candor with Connection: We build meaningful relationships that enable honest feedback and direct conversations.
- Champion the Customer: We seek to deeply understand our customers’ needs, ensuring their success is our north star.
- Powerful Simplicity: We find elegant solutions to complex problems, making sophisticated things accessible.