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Digital Customer Success Program Manager

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Staffbase

1mo ago

  • Job
    Full-time
    Mid Level
  • Customer Relations
    Business, Operations & Strategy
  • Chemnitz

AI generated summary

  • You need 3+ years in Customer Success or IT Consulting, strong project management skills, an analytical mindset, and fluency in English and German. Thrive in a fast-paced, solution-oriented environment.
  • You will optimize customer journeys, analyze performance metrics, implement automation tools, collaborate cross-functionally, create content, maintain documentation, and measure customer satisfaction.

Requirements

  • 3+ years of experience in Customer Success, IT Consulting or Performance Marketing
  • Program management experience in a high-growth environment, consulting, or business operations is a plus
  • Exceptional project management skills with a focus on planning, execution, and optimization.
  • Analytical mindset with the ability to use data to drive decision-making.
  • Passion and excitement to grow in the SaaS industry
  • Deep understanding of our external audience of Communicators and our CS teams
  • Demonstrated success in driving cross-functional projects and achieving strategic objectives.
  • Excellent communication, presentation, and interpersonal skills.
  • Proactive and solution-oriented approach to problem-solving.
  • Ability to thrive in a fast-paced, dynamic and agile start-up environment.
  • Business fluent English and German language skills

Responsibilities

  • Research and optimize digital customer journeys by identifying meaningful customer data in order to create proactive alerting flows and nurturing customer journeys
  • Evaluate program performance and business impact with ongoing metrics analysis and provide improvement recommendations using practical business cases
  • Develop and present your quarterly priorities for visibility and feedback alongside the management team
  • Work closely with our various Operations teams to implement and improve our suite of tools for the Customer Success team, including email program automation, business rules configuration, reports, and dashboards
  • Collaborate cross-functionally to implement multi-channel customer lifecycle and health programs that work synergistically with other customer touch-points to accelerate value realization and deliver cohesive and seamless experiences for our customers
  • Create and curate content for multi-channel customer programs
  • Create and maintain program documentation, project plans, and change management history
  • Measure customer satisfaction through feedback and NPS to monitor success of the program and iterate where needed

FAQs

What is the main focus of the Digital Customer Success Program Manager role?

The main focus is to research and optimize digital customer journeys, evaluate program performance, implement cross-functional customer lifecycle programs, and enhance customer satisfaction through various initiatives.

What qualifications are required for the Digital Customer Success Program Manager position?

The position requires 3+ years of experience in Customer Success, IT Consulting, or Performance Marketing, along with exceptional project management skills, an analytical mindset, and fluency in both English and German.

Is program management experience in a high-growth environment necessary for this role?

While not strictly necessary, program management experience in a high-growth environment, consulting, or business operations is considered a plus.

What types of tools will the Digital Customer Success Program Manager work with?

The Program Manager will work with tools for email program automation, business rules configuration, reports, and dashboards to support the Customer Success team.

How does the company measure customer satisfaction?

Customer satisfaction is measured through feedback and Net Promoter Score (NPS) to monitor program success and identify areas for improvement.

What kind of support does Staffbase offer for professional growth?

Staffbase offers a yearly budget of €1000 for external training and one day off per year dedicated to personal growth, increasing to two days in the second year of employment.

How many vacation days do employees receive?

Employees receive a yearly vacation of 30 days, along with a 4-day work week in August each year with full payment.

Are there opportunities for team building at Staffbase?

Yes, there are regular team and office events, including the annual Staffbase Camp for team building.

Does Staffbase offer any health and wellness benefits?

Yes, Staffbase provides sports courses in the offices, fruits, drinks, and snacks, along with a company pension scheme.

What is the company's stance on supporting social initiatives?

Staffbase offers a Volunteers Day, allowing employees to take one day off per year to support a social project, with a donation made by the company for that project.

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Staffbase

We provide an internal communications platform to unite companies and their employees behind a common purpose.

Technology
Industry
501-1000
Employees
2014
Founded Year

Mission & Purpose

Staffbase offers a platform for mobile-first employee communication. Launch your own branded app for corporate communication, sharing information and mobile processes. Powered by an enterprise-grade managed service and verified by 1000+ enterprises worldwide. Staffbase makes your company intranet accessible on the go with a mobile app. Today, even office workers expect to find everything they need on their phones. Staffbase allows employees to download your company intranet app directly from the app stores onto their phones. Using the company intranet is just as easy as checking the weather or answering a text. It’s time to bridge the gap. Your people are your company’s most valuable asset, but they can only contribute the full measure of their talents and skills when they are informed and engaged. Traditional channels are missing the mark. Today’s communication is digital and “digital” means mobile-first. Invest in a platform that prioritizes your people and purpose. Revitalize company culture with communication that hits home. Brand your employee experience. Boost engagement by enabling bottom-up communication. Make a tangible difference with your employee communications platform. It’s time for a solution for everyone - mobile first or bust!