Job Description

SmartRecruiters is seeking a Digital Success Manager (DSM) to manage and enhance the experience of our global Mid-Market (MM) customer base. This is a new role for our organization  and an opportunity to have an impact through the support and execution of a 1:many customer engagement strategy. We are looking for a self-motivated, success driven individual who can work well both independently and in a cross-team environment.

Using data and analysis of the customer journey, you will build, manage and advance the renewal rate and health of existing mid-market customers. Working closely with Customer Success Operations, you will establish and launch programs to nurture, monitor, and grow our MM customers. This is not a commercial position. In partnership with the Account Management, Customer Success and Customer Community & Education teams, you will proactively mitigate renewal risk and monitor product usage.  

RESPONSIBILITIES

This individual will create and/or execute e-nurture content, processes, and engagements that elevate the mid-market one-to many-customer journey. As a pioneer in this new role, you will shape the digital strategy to build engagement, adoption and satisfaction, deepening the relationship between SmartRecruiters and the customer. In this role you will: 

• Assess and analyze the mid-market customer journey to identify key moments of impact that will efficiently drive adoption, satisfaction, renewal, and expansion.
• Establish the digital customer experience through content creation, curation, automation, and measurement by driving and collaborating with other teams (e.g. Community, Product Marketing, Support, etc.)
• Leverage data to monitor and drive usage, adoption metrics and ensure a segmented approach to engaging and providing self-guided solutions to mid-market customers.
• Design, evaluate, and measure digital programs against key targets for continuous improvement.
• Program manage and collaborate cross-functionally to drive execution. Key partnerships including; Customer Success Alliance (CSA), CS Ops, Account Management, Customer Success and Customer Community, Product Marketing, Support, etc.
• Curate mid-market customer feedback to accurately inform our Product Team about customer needs.

Qualifications

• 2-3 years relevant work experience in a Customer Success, Customer Advocacy, Product Marketing or Project Management role; TA experience is a strong advantage
• Experience with Gainsight and salesforce.com is highly preferred
• Passionate about technology and software development
• Strong interpersonal skills; internal and external, written and verbal communication are important in this role
• Analytical and process oriented
• A desire to incorporate feedback and personally grow as a team member
• Demonstrated ability to build business cases demonstrating the ROI in cloud Saas, software/HR/HCM Applications
• Intermediate level solution selling experience, exposure to The Challenger Sale methodology, or similar a plus

Additional Information

SmartRecruiters is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.