Full-Time Manager, Digital Customer Success

About the Opportunity

The Manager, Digital Customer Success will be responsible for helping with the development of our digital and onboarding programs and supervising a team of individual contributors. In this role, you will provide guidance and support to your team, ensuring that they are equipped to lead their respective teams and implement our digital customer success program effectively. You’ll also ensure that your team will be the conduit connecting our customers growing in the cloud to Cribl's cutting-edge innovation and use cases. 

As the Manager, Enteprise/Commercial Customer Success you will be a key player in driving the success of our digital and onboardinginitiatives. You will work closely with other departments to ensure that your program aligns with our overall business strategy. You will also be responsible for monitoring the performance of your program and making necessary adjustments to ensure that we are meeting our goals. 

What you'll do: 

• Hire, coach and manage a world-class Customer Success Digital/Scaled team to drive the digital experience across all customer segments
• Gain a deep understanding of our personas and customer segments, including their engagement across key metrics; shape a data-driven approach to construct and differentiate our communication 
• Evaluate our self-serve experience and work to continually improve and evolve with our customers’ need
• Build strong working relationships with our Marketing, Product, and Customer Enablement teams to design a cohesive customer communication experience; keep them in the loop with our Scaled CS plans and priorities
• Enhance our webinar series; work with CX leadership to find the highest-impact topics and cadences
• Drive automation and technology-centric processes, contributing to the existing customer health scoring system and associated strategies

What you'll bring:  

• 5+ years of experience in customer-centric teams such as Customer Success, Implementation, Engagement, Onboarding, or Business Development  
• Proven ability to assess, select, and onboard new technologies to enhance business processes and user satisfaction. 
• Experience with online subscription / SaaS products is a must 
• Communication skills to clearly and effectively engage through various channels, including webinars, email campaigns, and digital content. Your ability to convey information understandably and engagingly is crucial for educating and empowering a broad audience.
• Flexibility to adapt to needs and behaviors in a rapidly changing environment. Be adaptable and flexible, ready to adjust your strategies and approaches to meet evolving customer requirements.
• Proficiency with Customer Success Platforms (CSPs), CRM systems, Generative AI, and other digital. You will use technology to automate processes, manage customer interactions, and deliver personalized experiences at scale.
• Ability to analyze customer data, identify trends, and use insights to drive decision-making is essential. Rely on data to customize and optimize your outreach strategies, ensuring that they are meeting the needs of your customer segments.