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PTV Logistics · 1 month ago

Digital Customer Success Program Manager (m/f/d)

United States

Full-time

Remote

Mid, Senior Level

PTV Logistics is a leading global software company for transportation logistics, and they are seeking a Digital Customer Success Program Manager to lead the strategy, execution, and optimization of their digital customer success programs. This role involves driving customer success initiatives and ensuring that the global customer base achieves maximum value from the company's solutions.

Information TechnologySaaSSoftware

Responsibilities

Create and execute multi-channel engagement campaigns using email, in-app messaging, webinars, newsletters, and automated sequences to drive customer adoption and value realization at scale

Host regular 1: many customer programs including monthly webinars, group training sessions, office hours, and cohort-based workshops that serve multiple customer segments simultaneously

Monitor customer health and execute proactive intervention campaigns using data and automation to identify at-risk accounts and drive timely engagement before churn occurs

Design standardized global programs that are flexible and tailored to different regional / product or vertical nuances and language requirements

Collect and analyse customer feedback to identify areas for improvement and drive product enhancements

Measure, analyse, and optimize program performance through continuous testing, metrics tracking (engagement, adoption, NRR, churn), and use data to iterate on programs to maximize ROI and customer outcomes

Work closely across the Customer Experience team and with Sales, Marketing, Partnerships, Product, and Support teams to align customer success initiatives with overall business objectives

Develop and maintain customer success resources, including guides, tutorials, webinars, nurture campaigns and best practices

Leverage customer success platform, CRM, marketing campaign platform, and other internal tools, including AI, to track engagement, usage and customer health, and automate and optimize customer interactions and program delivery

Support the Customer Success team in achieving revenue targets tied to renewals and expansions

Qualification

Customer engagement platformsMarketing automationData analyticsProject managementLeadership skillsCustomer-centric approachAI tools proficiencyStrategic thinkingOrganizational skills