- Company Name
- CrowdStrike
- Job Title
- Program Manager, Digital Customer Success (Remote, CAN)
- Job Description
-
**Job Title:** Program Manager, Digital Customer Success
**Role Summary:**
Lead the design, execution, and optimization of digital adoption programs that drive customer onboarding, product utilization, and overall satisfaction. Own a scalable email marketing strategy for Customer Success, collaborating cross‑functionally to integrate data, product insights, and AI‑powered personalization.
**Expactations:**
- Square‑off campaign deliverables with measurable impact on adoption and engagement metrics.
- Continuously improve email performance and content through experimentations and data analysis.
- Align all communications with CS objectives, ensuring consistency of voice, design, and messaging across all products.
**Key Responsibilities:**
- Partner with Customer Success Marketing to map and execute the digital CS communications roadmap.
- Build, maintain, and scale a comprehensive Customer Success email program that supports onboarding and feature adoption.
- Create standardized guidelines for email design, voice, and content across the organization.
- Design, launch, and iterate email journeys, monitoring open rates, CTRs, and product‑usage lift.
- Write compelling copy for email campaigns in collaboration with internal stakeholders.
- Run A/B and multivariate experiments to refine content, subject lines, and segmentation.
- Gather requirements and coordinate with Product, Engineering, and Data teams to implement automated, data‑driven email workflows.
- Source and curate content from across the company for newsletters and internal communications.
- Stay current on industry best practices, emerging tools, and AI capabilities to enhance personalization and insight generation.
**Required Skills:**
- 5+ years of senior experience in Customer Success, Digital CS Programs, or Customer Marketing in a SaaS environment.
- Proven track record of building and optimizing email journeys using marketing‑automation platforms.
- Strong analytical ability: interpretation of email metrics, performance dashboards, and attribution to product adoption.
- Exceptional copywriting and technical communication skills for diverse audiences.
- Detail‑oriented organization and project‑management proficiency.
- Proficiency with AI tools for content creation, prompt‑engineering, and personalization.
- Customer‑centric mindset focused on improving user experience and time‑to‑value.
- Growth mentality, bias for action, and willingness to learn new technology stacks (cybersecurity concepts a plus).
**Required Education & Certifications:**
- Bachelor’s degree in Marketing, Business, Communications, or a related discipline.
- Preferred: Marketing Automation or Email Marketing certification (e.g., HubSpot, Marketo, Salesforce).