Job Description

Description & Requirements
Summary:
You'll be part of the CSX Transformation & Innovation team reporting to the VP of Scale CX, the execution of digital lifecycle engagement and other innovation-driven initiatives in the CSX Transformation Org, leveraging strong operational expertise, technical acumen, systems thinking, and project management skills. You'll be a versatile operator, who can manage webinars, engage stakeholders, analyze complex data sets, and facilitate systems architecture discussions, helping scale impactful customer experiences.
Key Responsibilities:

• Execute and manage lifecycle campaigns through in-app guidance, targeted email sequences, stakeholder webinars, and community activations led by the Customer Adoption peer.
• Operationally run webinars, including setup, moderation, stakeholder coordination, and post-event follow-up.
• Leverage strong technical skills to drive AI and automation driven solutioning discussions for personalized customer experiences and customer success.
• Collaborate closely with the systems team to support systems architecture discussions and contribute to the development of operational processes, playbooks, and technical documentation relating to digital customer lifecycle management.
• Analyze user engagement data and large data sets, provide actionable insights, and recommend improvements to enhance adoption, campaign effectiveness, and customer value.
• Support robust program management and reporting by clearly communicating insights into adoption metrics, value realization, and campaign performance.
• Act as a versatile operator providing agile support across various innovative projects, ensuring tactical alignment and effective cross-functional collaboration.

Required Skills:

• Minimum of 5 years' experience in digital adoption, marketing automation, or customer experience operational roles within SaaS or technology organizations.
• Demonstrated technical proficiency with digital adoption platforms and CRM tools (e.g., Pendo, Whatfix, Gainsight PX, HubSpot, and Gainsight CS).
• Proven experience operating webinars, coordinating with multiple stakeholders, and managing follow-ups effectively.
• Exceptional analytical capabilities, with experience analyzing complex data sets and making data-driven recommendations.
• Strong systems thinking abilities, capable of engaging in technical and system architecture discussions.
• Proven project management skills, adept at multitasking and collaborating effectively across teams.

Bonus:
Previous experience in Customer Success Operations or Digital Customer Success roles
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Skills Required