Program Manager, Digital Customer Success; Remote

Position: Program Manager, Digital Customer Success (Remote, CAN)
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* About the Role:

** Crowd Strike is looking for a Digital Customer Success Program Manager to join our fast-growing Customer Success Operations team. In this role, you will lead the development and execution of digital adoption strategies to enhance customer experience and product utilization. This role will focus on creating effective email journeys and driving product adoption content.
** What You'll Do:
** Email Marketing & Product Adoption
* 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 Crowd Strike 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

Cross-Functional Collaboration
* 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

Performance Indicators:
* Completion of digital assets deliverables for Customer Success programs
* Demonstrated improvement in email campaign performance
* Quality and accuracy of customer-facing materials
* Contribution to key customer success measures (e.g., digital program engagement, time-to-value, product adoption / health scores, etc.)
**** What You'll Need:
***** 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 Crowd Strike products; familiarity with cybersecurity concepts is a plus#LI-AI1#LI-Remote
** Benefits of Working at Crowd Strike:
*** 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(TM) across the globe

Crowd

Strike is proud to be an equal opportunity employer. We are committed to fostering a culture of belonging where everyone is valued for who they are and empowered to succeed. We support veterans and individuals with disabilities through our affirmative action program.

Crowd Strike is committed to providing equal employment opportunity for all employees and applicants for employment. The Company does not discriminate in employment opportunities or practices on the basis of race, color, creed, ethnicity, religion, sex (including pregnancy or pregnancy-related medical conditions), sexual orientation, gender identity, marital or family status, veteran status, age, national origin, ancestry, physical disability (including HIV and AIDS), mental disability, medical condition, genetic information, membership or activity in a…