Program Manager, Digital Customer Success

🕒 March 25

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CrowdStrike

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2011

🔒 Cybersecurity

☁️ SaaS

🤖 Artificial Intelligence

Cybersecurity • SaaS • Artificial Intelligence

CrowdStrike is a cybersecurity company that provides cloud-based security services to stop breaches. It is recognized as a leader in endpoint protection, identity and cloud security, and managed detection and response. CrowdStrike's platform, Falcon, integrates artificial intelligence to offer real-time visibility, detection, and protection against sophisticated cyber threats. The company is lauded for its effectiveness in securing networks and data, making it a trusted partner for businesses worldwide.

📋 Description

• Lead the development and execution of digital adoption strategies to enhance customer experience and product utilization • Partner with Customer Success Marketing to define and drive the digital customer success communications roadmap • Build and own a best-in-class Customer Success email marketing program and content that drives CrowdStrike product onboarding and adoption in a scalable way • Create standardization and guidelines for Customer Success email design, voice, content, and format across all products and services • Design, implement, and optimize Customer Success programs and product adoption email journeys to drive customer engagement and feature utilization • Analyze email data and performance metrics to identify opportunities for improvement and upsell; demonstrate impact on product adoption • Manage prioritization process for new or existing email campaign enhancements • Write compelling copy for new and existing email campaigns (in partnership with other internal teams) • Run experiments to continuously improve email content and performance • Gather requirements for CS Ops, Product, Engineering, and Data teams to build integrations that enable product-data-driven email campaigns and automation • Source relevant content across the organization for customer success newsletters and all-hands meetings • Create and consult on additional Customer Success content as needed • Stay up-to-date with innovation and best practices in email marketing and digital adoption • Collaborate with Technical Account Managers, Technical Support Engineers, Customer Research, and Customer Marketing teams to ensure alignment on customer needs • Work with product stakeholders to define goals and metrics for emails and digital content • Gather and follow up on requirements and enhancement requests related to email marketing tools • Leverage AI tools to automate and enhance content creation, personalization, and customer insights

🎯 Requirements

• 5+ years of experience with Customer Success, Digital CS Programs, Customer Marketing, or related role in a SaaS environment • Demonstrated experience building and optimizing email journeys using marketing automation platforms • Strong understanding of email metrics and analytics • Excellent writing skills with ability to create clear, concise technical content for diverse audiences • Detail-oriented with exceptional organizational skills • Strong AI proficiency, including: • Ability to effectively use AI tools for content creation and optimization • Understanding of how to leverage AI for personalization and customer insights • Experience with prompt engineering to generate high-quality outputs • Knowledge of AI limitations and appropriate use cases in customer success • Customer-centric mindset with focus on improving user experience • Growth mindset and bias for action • Willingness to learn CrowdStrike products; familiarity with cybersecurity concepts is a plus

🏖️ Benefits

• Market leader in compensation and equity awards • Comprehensive physical and mental wellness programs • Competitive vacation and holidays for recharge • Paid parental and adoption leaves • Professional development opportunities for all employees regardless of level or role • Employee Networks, geographic neighborhood groups, and volunteer opportunities to build connections • Vibrant office culture with world class amenities • Great Place to Work Certified™ across the globe