Digital Customer Success & Content Strategist

About this role

Job Description
Business Title: Digital Customer Success & Content Strategist
Job Title: Customer Account Management P17
Job Summary
We are seeking a hybrid Digital Customer Success Program & Content Strategist to
build scalable digital engagement programs
and
create high
‑
quality customer education content
that powers adoption, satisfaction, and retention across our SaaS products. This role uniquely combines
technical execution using Gainsight PX & Journey Orchestrator
with
strategic content development
, enabling customers to adopt and use our platform confidently while reducing friction and supporting scalable Customer Success operations.


This is a hands‑on, execution‑driven role: you will build in‑app programs, orchestrate lifecycle journeys, draft customer‑facing content, run experiments, and deliver measurable outcomes that improve customer health at scale.


Key Responsibilities

• Build and Operate Digital Customer Success Programs
• Execute a prioritized backlog of digital initiatives tied to customer health, adoption, risk prevention, sentiment, and support deflection.
• Own end‑to‑end program execution including audience definition, content creation, configuration, QA, launch, measurement, and iteration.
• Maintain a consistent operating rhythm with releases, documentation, and stakeholder updates.
• Hands-on Ownership of Gainsight PX
• Create and maintain PX segments, engagements (guides, banners, modals), and surveys (including NPS).
• Implement governance across naming standards, targeting rules, suppression logic, and version control.
• Partner with Product and Support to strengthen PX tracking, analytics, and closed‑loop workflows.
• Embrace and evolve with emerging digital tools and capabilities, actively exploring new features, best practices, and automation opportunities within Gainsight and related platforms to improve scalability and customer experience.
• Build & Optimize Lifecycle Journeys...