Digital Customer Success Program Manager

Job Description

• Digital Customer Success Program Manager • Build proactive experiences that scale our ability to drive customer value and adoption through all phases of the customer journey • Improve customer retention, adoption, and success. You are an independent contributor that brings strong organization, problem-solving, and communication skills along with curiosity and enjoyment of experimentation • Actively partner and align cross-functionally to ensure programs are complementary with live interactions by customer-facing teams and digital touchpoints from other Upwork teams like Marketing, Product, etc • Inventory and curate available content, identify gaps, and collaborate with subject matter experts to develop critical content as needed

Qualifications

• 2+ years of experience in Digital Customer Success Programs or Customer Marketing roles with hands on experience of running webinars, building trigger-based email nurtures, etc • 4+ years of direct customer-facing experience in B2B GTM • Experience with SFDC and understanding of the ‘scaled programs’ tech-stack • Experience with customer comms platforms like Outreach and/or Gainsight/Vitally • Excellent communication skills - writing and verbal, comfort presenting to larger audiences. Communication is clear, concise, easy-to-follow and engaging. You can make a complex problem seem approachable and digestible • Experience in contracting with content creators to develop longer form assets that may be beyond your own expertise • Excellent cross-functional collaboration skills - you easily flex from leading to following, and can effectively navigate challenging situations • Strong project and time management skills - can stay organized, manage multiple projects simultaneously, and shepard large cross-functional groups in executing on a goal • Data-driven approach to problem-solving and strong analytical skills • Strong sense of ownership, bias for action, and resilience - you are scrappy, will roll up your sleeves and can make things happen. If you don’t know something, you will figure it out

Benefits

• comprehensive medical insurance coverage for both you and your family • unlimited paid time off • a 401(k) plan with matching contributions • 12 weeks of paid parental leave • an Employee Stock Purchase Plan