Digital Adoption & Lifecycle Manager (Customer Success)

What you'll do

• Build and optimize behavior-triggered lifecycle programs across onboarding, adoption, retention, and expansion, including segmentation, copy, campaign setup, and experimentation.
• Measure program performance in Mixpanel and report on engagement, adoption, retention, and expansion outcomes.
• Partner with Marketing, Product, and customer-facing teams, and pilot AI-agent approaches for scaled customer success.

What they ask for

• Experience in customer lifecycle communications, ideally in B2B SaaS, focused on post-sale adoption, retention, and expansion.
• Hands-on experience with lifecycle or marketing automation platforms and product analytics; able to build campaigns and analyze data.
• Strong writing, segmentation, experimentation, and cross-functional collaboration skills.
• Actively experimenting with agentic customer success and able to explain where AI agents are useful and where they are not.

Nice to have

• Experience launching a scaled or digital customer success program, including for self-serve or long-tail customers.
• Experience with in-product messaging, lifecycle orchestration, or deploying an AI agent in a customer-facing workflow.

Pay

$132,000 — $162,750 USD total target cash compensation (includes base and variable compensation)

Tools

Customer.io, HubSpot, Statisfy, Braze, Iterable, Mixpanel, Gainsight, Totango

AI focus

Pilot AI agents that personalize customer touchpoints, recommend next actions, or handle interactions; develop judgment on what to automate versus keep human. The role also uses AI for copy, campaign analysis, research, and segmentation.