Senior Digital Customer Success Campaign Manager

Role overview

Build and improve digital customer success programs that guide customers from onboarding through activation, adoption, renewal, and growth. This individual contributor role combines lifecycle strategy, campaign delivery, analytics, experimentation, and cross-functional work to improve customer outcomes at scale.

Responsibilities

- Design and manage digital journeys, campaigns, and workflows across the customer lifecycle. - Use customer and product signals to identify needs, shape interventions, and measure results. - Create concise messaging for different customer audiences and personas. - Coordinate with Customer Success, Product, Support, Operations, Marketing, Content, and Data teams. - Test and refine programs as customer needs and operating processes evolve.

Requirements

- At least 6 years of experience in digital customer success, customer or lifecycle marketing, growth or customer success operations, product-led growth, or a related SaaS field. - Track record of building lifecycle or digital success programs with measurable impact. - Experience creating scalable campaigns, workflows, or customer journeys rather than managing an individual customer portfolio. - Understanding of onboarding, activation, adoption, retention, expansion, renewal, and risk management. - Ability to interpret customer and product data and translate patterns into campaigns and measurable actions. - Strong communication skills and hands-on experience with customer success or marketing automation platforms such as Gainsight, Salesforce, Marketo, or Outreach.

Benefits and work setup

The role is remote within North America, with in-person onboarding in Toronto. Benefits include health coverage, paid time off, family leave top-ups, retirement matching, an equity program for most employees, paid volunteer days, and a remote-first work environment.