Digital Success Manager

Why Mend.io

We are redefining how modern organizations secure software from open source and custom code to AI-generated components. As the creators of the first AI Native AppSec Platform, we help global enterprises stay safe, fast, and compliant in an era of AI-driven development. Our platform combines intelligent automation, deep risk visibility, and developer-first experiences, shaping the future of application security.

We are also committed to building a collaborative, empowering workplace. If you are excited about this role but do not meet every requirement, we encourage you to apply. Your perspective could be exactly what we need!

The Digital Success Manager (DSM) is responsible for defining, building, and managing the "Digital Touch" program. This role architects the end-to-end automated customer journey for the long-tail segment, working cross-functionally to ensure these customers achieve adoption, retention, and growth without high-touch intervention.

Customer Relationship Management

• Program Architecture: Define and build the "Digital Touch" customer journey, mapping out key touchpoints from onboarding to renewal to ensure a consistent, high-quality experience.
• Automated Engagement: Design, implement, and manage automated outreach workflows, including adoption nudges, product tips, and renewal reminders.
• Scaled Communication: Maintain proactive, value-driven communication using email campaigns, in-app messaging, and triggered notifications.
• Customer Segmentation: Manage and engage the long-tail customer segment at scale with personalized yet automated touchpoints based on user persona and lifecycle stage.
• Feedback Loops: Collect customer feedback through automated surveys (NPS, CSAT) to identify gaps and opportunities to improve the digital experience.
  
  

• Automated Onboarding: Develop and manage "zero-touch" onboarding journeys that help customers quickly reach initial value without manual intervention.
• Content Strategy: Curate and organize digital resources (videos, knowledge base articles, self-service materials) to ensure the right content reaches the right user at the right time.
• Product Enablement: Leverage in-app messaging and walkthroughs to deliver ongoing education that promotes product proficiency and feature adoption.
  
  

• Data-Driven Health: Track health indicators such as login frequency, feature usage, and survey scores to monitor portfolio health.
• Exception-Based Outreach: Trigger 1-to-many or automated interventions when customers show signs of churn risk or stalled onboarding.
• Churn Risk Identification: Use data insights to flag at-risk customers early and execute digital playbooks for recovery.
  
  

• Strategic Alignment: Work closely with the Director of Customer Success to define the "Digital Touch" vision and ensure the digital experience aligns with the broader customer success strategy.
• Operational Execution: Partner with the Director of Operations to implement the necessary tooling, validate data integrity, and build the technical infrastructure required for automation.
• Cross-Functional Alignment: Partner with Sales, Product, and Marketing to ensure digital programs and content are aligned with company messaging and product releases.
• Voice of the Customer: Provide insights from scaled interactions to influence product enhancements.
  
  

• Journey Tracking: Monitor onboarding completion rates, product adoption benchmarks, and response to automated messaging.
• Engagement Analytics: Leverage analytics tools to measure open rates, click-throughs, and usage trends.
  
  

• Digital Signals: Recognize data signals that may indicate a customer’s readiness for additional products.
• Automated Promotion: Use automated workflows to surface relevant product tips, upgrades, or feature recommendations.
  
  

• Automated Renewal Management: Set up and manage digital renewal reminders and campaigns to support on-time renewals.
• Process Efficiency: Identify opportunities to streamline renewal processes and reduce operational overhead through automation.
• Retention Optimization: Deploy automated outreach to improve retention based on customer readiness.
  
  

• Program Optimization: Continuously refine automated journeys and workflows based on data insights.
• Testing & Iteration: Run A/B tests to identify the most effective messaging, timing, and channel strategies.
  
  

• Digital Communication: Strong writing skills for email campaigns and in-app messaging (copywriting).
• Data Analysis: Ability to interpret large datasets to identify trends and trigger points.
• Process Design: Proficiency in designing logical workflows and customer journeys.
• Tool Proficiency: Experience with CS platforms (e.g., Gainsight, Totango), Marketing Automation, and CRM tools.
• Strategic Thinking: Ability to think regarding "one-to-many" scale rather than one-off solutions.
  
  

• Experience: 2-4 years in Customer Success, Marketing Operations, or Digital Account Management.
• Technical Aptitude: Experience with marketing automation or CS platforms (Gainsight, HubSpot, Intercom) is highly preferred.
• Education: Bachelor's Degree or equivalent work experience.
  
  

• Digital Engagement Rate: Open rates, click-through rates, and interaction with digital resources.
• Net Revenue Retention (NRR): Retention rate of the assigned long-tail segment.
• Adoption Metrics: Percentage of customers completing automated onboarding and reaching "active" status.
• Operational Efficiency: Reduction in manual touchpoints required for the long-tail