Digital Customer Success Manager

<p style="text-align:start;"><span style="color:#1B1A3A">Are you seeking an exciting Customer Success opportunity within eCommerce? Join our dynamic team at our Utrecht office! We’re currently looking for a new team member for the Digital Customer Success team. </span><span style="font-size:1.2em">🔥</span></p><p style="text-align:start;min-height: 1.7em;"></p><p><span style="color:#121317">As part of the team, you will report to </span><a rel="noopener" target="_blank" href="https://www.linkedin.com/in/sophiemartinon/"><span style="color:#7148bd">Sophie</span></a><span style="color:#121317">, Team Lead Digital Customer Success, and work alongside </span><a rel="noopener" target="_blank" href="https://www.linkedin.com/in/katarzynarosa/"><span style="color:#7148bd">Kasia</span></a><span style="color:#121317">, Sr. Digital Customer Success Manager, and </span><a rel="noopener" target="_blank" href="https://www.linkedin.com/in/saraungaro/"><span style="color:#7148bd">Sara</span></a><span style="color:#121317">, Digital Customer Success Manager. You’ll be part of the Customer Success department, which consists of three other teams: Benelux Customer Success Management, International Customer Success Management and Technical Account Management.</span></p><p style="min-height: 1.7em;"></p><h4 style="text-align:start;"><strong>Your job</strong></h4><p style="text-align:start;"><span style="color:#121317">The purpose of the role is to execute and maintain highly efficient, data-driven mass client communication, driving Net Revenue Retention (NRR) in the Persona segment by supporting the Team Lead with operational tasks. </span>🌎</p><p class="p1" style="min-height: 1.7em;"></p><p><span style="color:#121317">You are a core operator and an essential hands-on contributor to Channable's scaled customer success motion. Your primary focus is on the execution, maintenance, and day-to-day operation of digital client communications and journeys for our Persona customer segment (long-tail). You will reliably run campaigns designed to drive retention and expansion, ensuring thousands of customers find continuous value in the Channable product.</span></p><p style="min-height: 1.7em;"></p><p><strong><span style="color:#121317">Main responsibilities</span></strong></p><ul><li><p><span style="color:#121317">Build, implement, and maintain automated digital client communication campaigns (email, in-tool, webinars) that are</span></p></li></ul><p><span style="color:#121317">planned by the team.</span></p><ul><li><p><span style="color:#121317">Set up and deploy localized and segmented digital customer journeys through Hubspot and Intercom.</span></p></li></ul><ul><li><p><span style="color:#121317">Own and optimize the integrity of the marketing contact database, focusing on improving opt-in processes, streamlining opt-out management, and ensuring overall data hygiene and compliance in our CRM and outreaches.</span></p></li></ul><ul><li><p><span style="color:#121317">Execute and monitor the day-to-day running of all scaled customer-facing communication channels (email, in-product, webinars), excluding support communications.</span></p></li></ul><p style="min-height: 1.7em;"></p><p><strong><span style="color:#121317">Operational Monitoring &amp; Collaboration</span></strong></p><ul><li><p><span style="color:#121317">Monitor the performance and health of active digital touchpoints, performing routine checks to ensure seamless operation.</span></p></li><li><p><span style="color:#121317">Track and compile data on campaign conversion rates, feature adoption and successful client activation, reporting findings to team</span></p></li></ul><p><span style="color:#121317">lead.</span></p><ul><li><p><span style="color:#121317">Collaborate with RevOps, Customer Education, Product marketing and Growth teams to create and deliver educational and commercial content to our Persona Segment.</span></p></li></ul><p style="min-height: 1.7em;"></p><p class="p1"><strong><span style="color:#121317">Visible and measurable success in this role will be measured against</span></strong></p><ul><li><p class="p4"><span style="color:#121317">Scaled NRR Contribution: NRR on the Persona segment portfolio (direct ownership) and contribution to NRR in CS Managed portfolio (indirect impact).</span></p></li><li><p class="p4"><span style="color:#121317">New MRR growth: create new business in the overall CS portfolio size (Persona &amp; Managed) enabled by Scaled CS initiatives.</span></p></li></ul><ul><li><p class="p1"><span style="color:#121317">Campaign delivery &amp; health: Successful and error-free execution and maintenance of digital customer journeys and communications.</span></p></li><li><p class="p1"><span style="color:#121317">Digital engagement &amp; conversion: Conversion rates of scaled campaigns, focusing on adoption, upsell/cross-sell via digital touch points and successful client activation.</span></p></li><li><p class="p1"><span style="color:#121317">Operational support: Contribution to creating scaled efficiency for the dedicated CSM teams by ensuring automation runs smoothly.</span></p></li></ul><p style="min-height: 1.7em;"></p>