As a Digital Customer Success Manager, you'll be an integral part of our Customer Success Management team, working closely with leaders and teams across Customer Success, Sales, and Marketing to ensure a seamless and effective customer experience.

You will need to work from 14:00 – 22:00 IST to collaborate with global teams across time zones.

• Monitor Customer Activity & Identify Engagement Opportunities -
  • Conduct data-driven analysis to identify and segment customers based on their journey stage, persona, and overall engagement.
  • Alert key Icertis stakeholders (Customer Success Managers, Account Directors, etc.) when one-to-one engagement is needed.
  • Provide actionable insights, recommended engagement activities, and relevant analytics to Icertis team members.
  • Ensure the timely completion of engagement activities by Icertis team members.
• Execute Scalable Digital Adoption Campaigns –
  • Leverage data-driven insights to identify adoption campaign topics.
  • Collaborate with subject matter experts (SMEs) to create and curate impactful, scalable adoption content.
  • Deliver content via one-to-many channels such as webinars, email campaigns, and office hours.
  • Partner with Marketing to align on content and campaign execution.
  • Promote campaigns internally, ensuring customer success teams are aligned and engaged.
  • Monitor engagement levels and the overall effectiveness of digital adoption campaigns, reporting insights and improvements.
• On-Demand Content Delivery -
  • Collaborate with SMEs to identify, curate, and maintain relevant adoption content for the Icertis customer community.
  • Maintain a repository of adoption content that can be reused and adapted across various customer segments.
• Measure and Optimize Customer Success Impact -
  • Continuously track, measure, and analyze data to demonstrate the impact of customer success programs and engagements.
  • Fine-tune existing processes and experiment with new approaches to enhance the customer journey and adoption rates.
  • Contribute to continuous improvement initiatives and pilot new programs to optimize digital adoption and customer engagement.
• Utilize Gainsight, Salesforce, Power BI, Excel, and other tools to implement programs and monitor customer health and program outcomes.

• 3+years of experience in Customer Success, Marketing, or Operations, with a focus on digital campaigns, adoption at scale and data-driven strategies.
• Strong analytical skills with the ability to interpret customer data and deliver insights that influence stakeholder decision-making.
• Proven experience working with CRM tools such as Salesforce and Gainsight and analytics tools such as Power BI.
• Demonstrated experience in leading one-to-many customer meetings, training sessions, and monitoring user engagement at scale.
• Excellent communication skills (both verbal and written), with a strong ability to articulate strategies and plans.
• Proven project management skills, with the ability to manage multiple initiatives concurrently and deliver results.
• Bachelor’s degree or equivalent experience with a customer-centric mindset.

With unmatched technology and category-defining innovation, Icertis pushes the boundaries of what’s possible with contract lifecycle management (CLM). The AI-powered, analyst-validated Icertis Contract Intelligence (ICI) platform turns contracts from static documents into strategic advantage by structuring and connecting the critical contract information that defines how an organization runs. Today, the world’s most iconic brands and disruptive innovators trust Icertis to fully realize the intent of their combined 10 million contracts worth more than $1 trillion, in 40+ languages and 93 countries.