We’re at the forefront of a once in a generational change in the broadband industry. Join us as we innovate, help our customers reach their potential, and connect underserved communities with unrivaled digital experiences.
The Senior Digital Engagement Manager, Customer Success is a senior individual contributor responsible for designing and executing scalable, data-driven digital engagement programs that drive customer adoption, value realization, and long-term retention across the customer lifecycle.
This role functions similarly to a campaign manager, with a focus on post-sale customer engagement and adoption rather than net-new demand generation. The Senior Digital Engagement Manager partners closely with Customer Success, Product Marketing, Sales, and Support to deliver targeted, timely, and personalized campaigns that improve customer outcomes and support renewal and expansion motions.
Success in this role is measured by increased customer engagement, improved adoption of key capabilities, stronger renewal readiness, and clear, measurable impact on Customer Success KPIs.
Key Responsibilities
- Design and execute integrated digital engagement campaigns that support onboarding, adoption, product utilization, lifecycle milestones, renewal readiness, and expansion awareness.
- Own campaign strategy, planning, execution, and optimization across email, in-app, and other digital channels aligned to Customer Success priorities.
- Build and maintain scalable lifecycle programs and campaigns based on customer segments, usage signals, and success milestones.
- Partner with Customer Success, Product Marketing, Sales, and Support to align messaging, timing, and targeting across the post-sale customer programs.
- Engage Marketing and Success Operations teams to execute and report on the programs.
- Implement and optimize lead and engagement flows to ensure the right customers receive the right messages at the right time.
- Leverage account-based and segment-based strategies to support high-value customers and strategic initiatives.
- Track, analyze, and report on engagement performance, adoption indicators, and lifecycle impact; continuously refine programs based on insights.
- Serve as a subject-matter expert on Customer Success digital engagement best practices, tools, and measurement.
Required Qualifications
- 7–10+ years of experience in B2B digital engagement, lifecycle marketing, campaign management, or Customer Success marketing, preferably in SaaS or technology.
- Proven experience designing and executing multi-channel campaigns tied to customer adoption, engagement, or retention outcomes.
- Strong hands-on experience with marketing automation and CRM platforms such as Salesforce Marketing Cloud, Salesforce, and related engagement tools; experience with intent or account-based platforms (e.g., 6sense) is a plus.
- Demonstrated ability to translate Customer Success goals into scalable, measurable digital programs.
- Strong analytical skills with experience using data to inform targeting, optimize performance, and demonstrate impact.
- Excellent written and verbal communication skills; comfortable influencing cross-functional partners without direct authority.
- Highly organized, detail-oriented, and able to manage multiple campaigns and priorities in a fast-paced environment.
#LI-Remote
The base pay range for this position varies based on the geographic location. More information about the pay range specific to candidate location and other factors will be shared during the recruitment process. Individual pay is determined based on location of residence and multiple factors, including job-related knowledge, skills and experience.
San Francisco Bay Area:
148,400 - 223,100 USD AnnualSelect US Metros and States:
129,000 - 194,000 USD AnnualOther US Locations:
116,100 - 174,600 USD AnnualAs a part of the total compensation package, this role may be eligible for a bonus. For information on our benefits click here.
