Digital Customer Success Manager

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. As a Digital Customer Success Manager, you will: Operationalise the digital strategy by building and maintaining complex customer journeys (e.g., adoption accelerators, risk mitigation flows). Lead targeted and timely engagement with customers that automation can't support efficiently (e.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. Must haves: 2+ years of experience in Customer Success, Digital Customer Success, a Customer Success Operations adjacent role, Implementation, or a similar customer-facing role within a SaaS environment Experience with CSPs and digital engagement platforms (e.g., 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. Experience working with business intelligence platforms (e.g. Tableau, Looker) Experience with support tools such as Zendesk, Intercom Fin, or equivalent Working knowledge of MCP, agent frameworks, or RAG architectures: enough to scope what's possible and what isn't Familiarity with workflow orchestration tools (n8n, Zapier, Make) and knowledge tools (Glean, NotebookLM, internal RAG) Experience working with APIs and Postman Benefits: Equity as we want you to have a part of what we are building Unlimited Time Off Policy. A work-life balance and focus on our well-being is critical Budget to set up your home office upon joining Annual learning budget to drive your performance and career development Comprehensive Private Health Insurance through Advancecare Work from anywhere policy up to 90 days during the year Team events across the year, from board games in the office to a team building in a different location About us: Our mission is to empower every business to eliminate finan ... (truncated, view full listing at source)