The Role
Digital Customer Success provides structured, scalable Customer Success engagement for customers outside dedicated one-to-one coverage. The function combines customer intelligence, proactive risk identification, digital engagement and cross-functional coordination to help customers realise value and enable account teams to take timely, informed action.
You will own the community and digital-engagement workstream, combining online community operations, structured customer outreach, content governance, customer-feedback enablement and engagement measurement. The role requires strong operational ownership, editorial judgement and disciplined stakeholder coordination.
Your Impact
•Community platform ownership: Administer online customer community spaces, roles, permissions, onboarding, approvals, notifications, moderation and analytics.
•Community operations: Run operating cadences across multiple product communities and support new community launches.
•Content planning and publishing: Maintain content calendars and coordinate the sourcing, review, scheduling and publishing of value-led posts, polls, events, release information and webinar content.
•Stakeholder governance: Own recurring coordination with product and marketing stakeholders, including agendas, action tracking, approval routes and community roadmaps.
•Customer outreach: Execute structured customer introduction, invitation, re-engagement and information campaigns using validated contacts and account-owner alignment.
•VOC and NPS enablement: Coordinate pre-survey awareness, recipient alignment and follow-up inputs supporting customer-feedback programmes.
•Campaign operations: Manage shared mailboxes, communication templates, audience logic, response ownership and applicable opt-out or marketability controls.
•Community growth and advocacy: Increase qualified membership and participation and identify appropriate customer stories, testimonials and advocacy opportunities.
•Cross-functional coordination: Partner with account teams, Solution Consultants, Product Management, Product Marketing, IT and platform partners to remove dependencies.
•Measurement and continuity: Track membership, reach, publishing cadence, engagement and outreach response; maintain SOPs, access records and repositories.
What You'll Need
•Experience: 3–6 years in community management, digital customer engagement, customer marketing, Customer Success or comparable work.
•Education: Bachelor's degree in Marketing, Communications, Business, Engineering or a related discipline; equivalent relevant experience may be considered.
•Platform capability: Hands-on experience administering an online community or digital engagement platform.
•Content and communication: Strong professional writing, content curation and editorial judgement across posts, events, newsletters and customer communications.
•Campaign execution: Experience with structured email outreach, audience segmentation and basic communication-compliance concepts.
•Stakeholder management: Ability to manage multiple stakeholder groups, approval flows, calendars and commitments with disciplined follow-through.
•Measurement: Ability to track and explain community or outreach performance using practical engagement metrics.
•Operating discipline: Strong organisation across trackers, minutes, action logs, content calendars and document repositories.
•Community platforms: Experience with Mighty Networks, Higher Logic, Khoros or a comparable platform.
•Customer feedback: Experience supporting VOC, NPS or broader customer-experience programmes.
•Growth programmes: Exposure to community analytics, advocacy, customer stories, event or webinar promotion.
•Business systems: Familiarity with CRM or a Customer Success platform and B2B enterprise software.
•Creative judgement: Basic design awareness for banners, landing pages and social-style content assets.
