About The Role

: We are looking for an experienced Digital Customer Success Manager to drive the execution of our digital and scaled programs. In this role, you will take ownership of strategic digital initiatives, managing complex customer touchpoints and leveraging AI and advanced automation workflows to drive adoption and retention. You will act as a senior practitioner within the digital team, managing high-impact campaigns, critical risk interventions, and sophisticated customer journeys.

You will be the bridge between high-level strategy and tactical execution, ensuring our digital success program delivers value at scale. You partner closely with CS-Ops (data, Gainsight, BigQuery), Customer Education (LMS, in-app guidance), and Marketing, and you operate in a regulated context where accuracy matters more than reach. , adoption accelerators, risk mitigation flows).

g. high-growth, churn risk) Configure the orchestration layer in Gainsight (CTAs, programmes, rules) and Pendo (Guides, Resource Centre) so the right intervention fires for the right cohort at the right point in the lifecycle Handle escalated risk scenarios and complex customer questions that require a deep understanding of our products. Analyse health signals from our largest digital cohorts and deploy and manage targeted plays Dive deep into customer usage data to identify untapped expansion opportunities within the scaled portfolio.

Collaborate with customer education and marketing to develop advanced educational content suited for mature or complex customers. Continuously monitor campaign performance (open rates, conversion to feature usage) and propose tactical adjustments to improve results. Conduct A/B testing on messaging to refine our voice and increase engagement.

Build and maintain AI-assisted workflows using Claude, Gemini, and the tooling we sanction internally (Claude Projects, Skills, Gems, NotebookLM, Vertex AI); write the prompts, scope the inputs and outputs, and document the guardrails Ensure output quality, data hygiene and accuracy within the digital portfolio to support reliable reporting. , Gainsight, Pendo, ChurnZero) Demonstrable fluency with LLMs as a working tool: prompt engineering, structured outputs, retrieval, eval design. Excellent communication skills with experience in writing and presenting educational content to customers Strong process and project management skills Nice to haves: Experience in a FinTech/RegTech environment.

Benefits

: Equity as we want you to have a part of what we are building Unlimited Time Off Policy.

. The actual pay may vary