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Hybrid, mid-level program role with common customer-success skills increases applicant density moderately.
Customer success skills transfer across SaaS, but identity/enterprise experience and Gainsight familiarity increase fit sensitivity.
No explicit years but requires domain experience and platform skills like Gainsight, so moderate filter.
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Manage and optimize end-to-end digital customer communication campaigns using Gainsight Journey Orchestrator to drive retention, adoption, and growth for lower touch Identity Verification customers.
Define strategy, structure customer journeys, and deliver targeted, benefit-led content aligned with customer lifecycle stages and compliance needs.
Collaborate cross-functionally with Customer Success, Product, Legal, Analytics, and Marketing teams to ensure alignment of digital programs with business outcomes and continuously improve program effectiveness based on data and feedback.
Experience in Customer Success, Digital Customer Experience, Lifecycle Marketing, or related roles with proven experience managing digital customer communication programs.
Strong project management skills with ability to own initiatives end-to-end across multiple stakeholders.
Proficiency in creating clear, customer-friendly messaging with strong written communication skills.
Work Experience Required: Not explicitly mentioned in the JD.
Experienced in using customer engagement platforms like Gainsight Journey Orchestrator or similar tools to design and optimize lifecycle marketing journeys.
Comfortable working in fast-paced, cross-functional environments coordinating with Product, Engineering, Legal, and Go-to-Market teams.
Demonstrated ability to analyze engagement and adoption data to drive decision-making and program improvements targeting B2B or enterprise customer segments.