Digital Customer Success Campaign Manager

Digital Customer Success Campaign Manager

With 1,000+ intelligence professionals serving over 1,900 clients worldwide, Recorded Future is the world’s most advanced, and largest, intelligence company.

Recorded Future is seeking a Digital Customer Success Campaign Manager to own, design, and execute our scaled customer success communication engine. Your primary mission is to guide users seamlessly through the customer lifecycle, with a laser focus on helping them achieve immediate ROI and foundational success goals through product adoption.

You will own the end-to-end execution of automated customer journeys for our digital-led segment and the broader user base to help them achieve their goals. You will design, write, and build targeted communication that drives customers to complete critical onboarding milestones, fulfill product training requirements, earn certifications, and prepare for business reviews.

Your role blends customer success strategy and technical execution, including analyzing behavioral data, running continuous A/B tests, and optimizing campaigns to ensure every customer successfully unlocks the value of their investment.

Note:

This role requires working from the Recorded Future Boston office at least 3 days per week.

• Lifecycle journey execution:
  Design, build, and automate customer journeys within our customer success software (Gainsight) to systematically move users through the customer lifecycle.
• Adoption and ROI campaign management:
  Write compelling copy and design clean templates that guide customers to hit critical milestones, such as onboarding completion, product training, earning certifications, and business reviews.
• Data and segment definitions:
  Own audience segmentation and data source ingestion, ensuring precise targeting based on real-time user behavior, product entitlement, and lifecycle stages to deliver the right enablement material at the right time.
• Continuous optimization:
  Run robust, ongoing multivariate and A/B tests on subject lines, copy, layouts, and behavioral triggers to ensure we are delivering the optimal messaging to drive user action.
• Success metrics and analytics:
  Monitor, analyze, and report on performance against baseline campaign goals and longer term impact. Success in this role is measured in accordance with department-level objectives, including customer health scores, feature adoption rates, milestone completion, and retention.
• Cross-team alignment:
  Coordinate closely with Product, Customer Success leadership, Marketing, Training, and relevant system owners to ensure campaign goal alignment, brand consistency, messaging, and deconflict schedules to deliver the best possible customer experience while advancing business goals.

• 5-7 years in email marketing or digital communications
• Adept with CSS, HTML, and email testing
• Data-driven and analytical mindset
• Skilled communicator across different media and audiences with an eye for detail
• Experience creating, executing, and managing email campaigns using platforms such as Hub Spot, Eloqua, Pardot, Marketo, or Constant Contact
• Experience with Gainsight Journey Orchestrator is a plus

The base salary range for this full-time position is $109,500-$164,000. The salary displayed reflects the range for new hire salaries for the position across all US locations. Within the range, individual pay is determined by state, work location and additional factors, including job-related skills, experience, and relevant education or training. This position may be eligible for incentive compensation, equity and medical, dental, vision, life insurance and 401(k).

Recorded Future is an equal opportunity and affirmative action employer and we encourage candidates from all backgrounds to apply. Recorded Future does not discriminate based on race, religion, color, national origin, gender including pregnancy, sexual orientation, gender identity, age, marital status, veteran status, disability or any other characteristic protected by law.