Digital Adoption & Lifecycle Manager

About the Role:

• This is a builder's role, not a maintainer's role; you'll define segmentation, write copy, set up triggers, instrument measurement, and iterate based on data.
• You'll work hand in hand with the Customer Success Digital Programs Manager and partner with Marketing, Product, and customer-facing teams.

What You'll Do:

• Build the lifecycle communication program end-to-end across onboarding, adoption, retention, and expansion.
• Design behavior-based segmentation and triggers using product usage, health signals, and account attributes.
• Run experiments on subject lines, timing, sequencing, channel mix, and audience definition, and kill what doesn't work.

Who You Are:

• Experienced in customer lifecycle communications in a B2B SaaS environment, focused on post-sale adoption, retention, and expansion.
• An excellent writer who is concise, specific, and useful to a technical audience; hands-on with lifecycle and marketing automation platforms.
• Data-driven in practice, comfortable using product analytics and customer success platforms to define segments and measure results.

Nice to Have:

• Experience launching a scaled or digital customer success program at a company that didn't have one before.
• Experience serving a long-tail or self-serve customer base alongside segments with dedicated account teams.
• Hands-on experience deploying an AI agent into a real customer-facing workflow, at any scale.