Digital Lifecycle Programs: Design and operate Loop's 1-to-many Customer Success motion - adoption, renewal readiness, Escalations, custom solutioning and expansion. Engagement channels include lifecycle email, in-product messaging, webinars, and self-serve education resources.
Product Adoption & Customer Value: Analyze product usage signals to identify friction in the customer journey. Design programs that drive adoption of key product capabilities and help customers realize value faster.
Digital Onboarding: Own scalable onboarding experiences focused on time-to-value. Build self-serve onboarding journeys, activation campaigns, and educational assets for new customers.
Lifecycle Optimization: Continuously improve lifecycle engagement through experimentation. Run A/B tests across customer cohorts, analyze performance data, and iterate playbooks based on results.
Customer Health & Retention: Monitor scaled customer health using product and engagement signals. Trigger automated interventions and design proactive programs that reduce churn risk.
Cross-Functional Collaboration: Partner with Product, Support, Sales, and RevOps to surface customer friction, improve lifecycle content, and support expansion opportunities.
You Have:
2 - 4+ years in customer-facing experience (Customer Success, Product support, Product Operations, etc.) in SaaS
