Digital Engagement Manager

We are looking for an experienced Digital Engagement Manager to join our Digital and Scale Customer Success Team. In this role you will be responsible for driving the planning and execution of digital programs across the holistic customer lifecycle from onboarding to expansion. Digital programs focus on delivering faster time to value in onboarding, driving lifecycle adoption and health, and ensuring customers achieve their business outcomes and realize value adoption - to ultimately drive retention and adoption. You will own and execute the Smartsheet digital strategy and seek out feedback to foster a culture of continuous improvement. Successful candidates will have exceptional problem solving skills, strong analytical skills and ability to leverage data to drive decision-making.

You will report to the Director of Digital Engagement and Journeys. This is a remote eligible position and you may work remotely from anywhere in the US where Smartsheet is a registered employer.

You Will:

• Be responsible for the development, delivery, and reporting on a digital program or set of programs (ex: Digital Onboarding, 1:many Webinars, Digital Value-Based Lifecycle Programs) that drives adoption and growth of a large set of users
• Analyze adoption and growth trends and determine the 1:many motions needed to support users across your programs
• Build and execute value-based 1:many programs and motions designed to increase the value a customer receives from Smartsheet which are in-line with the current CS objectives and expectations.
• Partner closely with Scaled Program Managers to analyze trends and execute scale opportunities within digital programs
• Ensure alignment to best practices in design and execution in order to support a land, adopt and expand motion
• Use data to gain a deep understanding of customers, use cases and personas
• Be an advisor and thought partner to business leaders crafting strategies for shared audiences.
• Utilize data analytics to monitor customer health and drive data-driven decision-making across the organization
• Develop and implement scalable processes, frameworks, and best practices to optimize work and influence team behavior
• Drive continuous improvement and innovation in customer success programs, leveraging industry best practices and customer feedback
• Implement feedback loop processes based on offering gaps identified by CSMs and customers
• Other duties as assigned

You Have:

• 5+ years experience working in a post-sales role in Customer Success or Customer Training + Enablement 
• 3+ years defining Success criteria and KPIs for your work 
• 3+ years of experience working in agile project management
• 2+ years working in a global environment
• Strong communication and influence skills across the organization
• 3+ years demonstrated analytical skills and data-driven decision making
• 3+ years experience with Gainsight, Salesforce, Tableau, and Marketo
• Gainsight Level I Admin certification required