The Role (Job Summary)

Digital Customer Success delivers structured, scalable Customer Success for customers who sit outside dedicated one-to-one Customer Success Manager coverage, using data, analytics, community and targeted outreach to drive consistent value realisation. In this role you will own the community and digital-engagement motion of the function. You will run our online customer community and the structured customer outreach that keeps customers informed, connected and heard at scale. The role combines platform administration, content operations, stakeholder cadence management, regional outreach, survey (VOC/NPS) enablement, community growth and measurement, working from our Pune delivery centre in support of customers across APAC, EMEA and the Americas.

Your Impact (Job Description)

Community platform ownership: Administer the online customer community platform, including space setup, roles and permissions, member onboarding and approvals, joining links, platform features, notifications, moderation and analytics.
Community operations: Run the operating cadence across multiple product user communities and support new community launches.
Content planning and publishing: Maintain the community content playbook and calendar, and source, draft, review, schedule and publish value-led posts, polls, events, release information and webinar content.
Stakeholder governance: Own recurring syncs with product management and product marketing, including agendas, minutes, action tracking, approval routes and roadmaps for each community.
Customer outreach: Execute phased, structured customer introduction and engagement communications across regions using validated contacts and prior account-owner alignment.
Survey (VOC / NPS) enablement: Coordinate pre-survey awareness, recipient-list alignment and follow-up inputs that support the closed-loop customer-voice process.
Campaign operations: Manage community mailboxes and campaigns, including templates, audience logic, response ownership and marketing-compliance controls such as opt-out and marketability handling.
Community growth and advocacy: Increase qualified membership and participation, run re-engagement motions, and identify customer success stories and testimonials to move communities towards sustained adoption.
Cross-functional coordination: Partner with account teams, Solution Consultants, product management, product marketing, marketing and branding, IT and external platform partners to remove dependencies and keep commitments moving.
Measurement and documentation: Track membership, approvals, publishing cadence, reach, engagement and outreach response, convert results and blockers into clear updates, and maintain standard operating procedures and repositories for continuity.

What You'll Need (Additional Job Description)

Years of Experience

3–6 years of experience in community management, digital customer engagement, customer marketing or Customer Success, preferably within a B2B enterprise software or industrial software environment.

Education

Bachelor's degree in Marketing, Communications, Business, Engineering or a related discipline. Equivalent relevant experience will also be considered.

Technical Skills

Hands-on community management or digital customer engagement experience on an online community platform such as Mighty Networks, Higher Logic, Khoros or similar.
Experience with structured email outreach, audience segmentation and campaign execution, including basic marketing-compliance concepts such as marketability and opt-out handling.
Strong content creation and curation capability across posts, events, newsletters and community announcements.
Ability to track and report engagement metrics such as membership, reach, participation and outreach response.
Proficiency with collaboration and documentation tools, including trackers, calendars, action logs and document repositories (for example SharePoint).
Desirable: survey (NPS/VOC) support or customer-experience programme exposure; community analytics; event and webinar promotion; advocacy and testimonial programmes.
Desirable: familiarity with CRM or a Customer Success platform, and basic design judgement for banners, landing pages and social-style content assets.

Soft Skills

Excellent written communication and editorial judgement, with a professional, customer-value-led tone.
Strong stakeholder management skills, with the ability to run approval flows and global cadences with disciplined follow-through.
Highly organised, with the ability to manage multiple communities, content calendars and commitments in parallel.
Collaborative and proactive, comfortable coordinating across product, marketing, IT and account teams.
Able to work independently while escalating legal, security, brand or access decisions to the appropriate owner.
Customer-centric mindset with a focus on engagement quality, adoption and continuous improvement.

Digital Customer Success Specialist Community & Customer Engagement