Customer Experience Team Manager
•Quince· 1d
🎧 Support⏰ Full-time🎯 Lead / Principal💰 $84k-100k🇺🇸 USA
1d ago
Edb·about 23 hours ago
A Little About Us
EDB provides a data and AI platform that enables organizations to harness the full power of Postgres for transactional, analytical, and AI workloads across any cloud, anywhere. EDB empowers enterprises to control risk, manage costs and scale efficiently for a data and AI led world. Serving more than 1,500 customers globally and as the leading contributor to the vibrant and fast-growing PostgreSQL community, EDB supports major government organizations, financial services, media and information technology companies. EDB’s data-driven solutions enable customers to modernize legacy systems and break data silos while leveraging enterprise-grade open source technologies. EDB delivers the confidence of up to 99.999% high availability with mission critical capabilities built in such as security, compliance controls, and observability. For more information, visit www.enterprisedb.com
We're seeking a strategic Digital Customer Success Strategist to architect and lead our digital-first customer success strategy. You'll be responsible for scaling our ability to deliver exceptional customer experiences across our mid-market and high-volume segments through automated, data-driven programs managed through Totango. This role requires equal parts strategic thinking and hands-on execution, partnering closely with EDB teams to create seamless customer journeys that drive adoption, retention, and expansion across our customer portfolio.
What your impact will be...
Build and execute a comprehensive digital customer success strategy that delivers measurable impact on NRR, GRR, product adoption, and customer satisfaction across hundreds or thousands of accounts simultaneously. You'll own the tech stack, align campaigns to our established customer segmentation and journey mapping, and create automated engagement programs that feel personal at scale.
Lead the integration of Totango with marketing automation tools to orchestrate multi-channel campaigns that guide customers through their lifecycle. You'll establish the playbooks, metrics, and feedback loops that enable continuous optimization. This encompasses creating automated onboarding sequences, designing in-app messaging and email nurture campaigns, and implementing early warning systems that identify at-risk customers for intervention.
Develop and execute comprehensive one-to-many strategies including webinars, digital workshops, user communities, knowledge base content, video tutorials, and customer enablement programs. These initiatives should create scalable touchpoints that educate customers, drive product adoption, and foster community engagement while maintaining high satisfaction and retention rates.
Define success metrics and build reporting frameworks that demonstrate the business impact of digital CS initiatives. You'll use data to identify at-risk accounts, expansion opportunities, and program effectiveness, making recommendations that shape the customer journey and ensure customers are routed to the right channel for successful outcomes.
What you will bring…
5+ years of customer success experience with at least 2 years specifically in digital CS or scaled customer programs in B2B SaaS or enterprise software environments. You've built automation strategies from the ground up and have the metrics to prove their impact.
Deep hands-on experience with customer success platforms such as Gainsight or Totango, including journey orchestration, health scoring, and analytics capabilities. You know how to configure these tools to drive the outcomes that matter.
Proven expertise with marketing automation platforms like Marketo or Pardot, including campaign design, email automation, lead scoring, and integration with CRM systems. Experience coordinating cross-functionally with Marketing, Product, Sales, and traditional CSM teams.
What will give you an edge…
EDB is committed to supporting our employees' overall well being by offering a range of benefits and resources to promote a healthy work-life balance and wellness. We provide access to CuraLinc to aid employees in health and wellness tips and practices, as well as Wellness Fridays extending to December 2026! Check out our career site for more information on perks and benefits and reach out to our Talent Acquisition team for region specific benefits.
We know it takes a unique mix of people and skills to help us in our mission to supercharge Postgres, and we understand that not everyone will check every box. We’d love to hear from you and we want you to apply!
EDB is proud to be an equal opportunity workplace. We celebrate diversity and are committed to creating an inclusive environment for all employees. EDB was built on a commitment to trust and respect each other and to embrace an array of people and ideas. These values remain at the center of our culture and are key to our company’s integrity.
EDB does not seek or accept unsolicited resumes or CVs from recruitment agencies. EDB and its affiliates are not responsible for, and will not pay, any fees, commissions, or any other similar payment related to unsolicited resumes or CVs except as required in a written signed agreement between EDB and the recruitment agency or party requesting payment of a fee.
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