Digital Customer Success Program Manager (m/f/d)

PTV Logistics GmbH; Remote; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

A leading logistics software company in Germany is seeking a Digital Customer Success Program Manager to lead customer engagement initiatives. The role involves creating multi-channel campaigns that drive customer adoption and success. Ideal candidates will have a bachelor's degree and extensive experience with customer engagement platforms, a strategic mindset, and strong leadership skills. This position offers the opportunity to work with cutting-edge technologies while ensuring customers derive maximum value from the company's solutions.

Qualifikationen

• Several years of relevant professional experience.
• Experience with marketing automation and customer engagement platforms.
• Comfort with AI tools and emerging technologies.

Aufgaben

• Lead the strategy and execution of digital customer success programs.
• Design multi-channel engagement campaigns to drive customer adoption.
• Monitor customer health and execute proactive interventions.

Kenntnisse

Strategic thinking

Leadership

Data analysis

Project management

Customer-centric approach

Ausbildung

Bachelor's degree

Tools

Marketing automation platforms

CRM tools

Jobbeschreibung

Digital Customer Success Program Manager (m/f/d)

Permanent employee, Full-time · Remote

Your mission

As a Digital Customer Success Program at PTV Logistics, you will lead the strategy, execution, and optimization of our digital customer success programs. Reporting to the VP of Customer Success, this role is pivotal in driving customer success initiatives and ensuring our global customer base achieves maximum value from our solutions. This role is ideal for someone who thrives at the intersection of technology, customer experience, and revenue growth. You’ll design, manage and execute on digital touchpoints, campaigns, and automation that support onboarding, adoption, retention, and expansion across our entire customer base as well as service customers directly in a pooled customer success engagement model.

Customer Engagement

• Create and execute multi-channel engagement campaigns using email, in-app messaging, webinars, newsletters, and automated sequences to drive customer adoption and value realization at scale.
• Host regular one‑to‑many customer programs including monthly webinars, group training sessions, office hours, and cohort‑based workshops that serve multiple customer segments simultaneously.
• Monitor customer health and execute proactive intervention campaigns using data and automation to identify at‑risk accounts and drive timely engagement before churn occurs.
• Design standardized global programs that are flexible and tailored to different regional, product or vertical nuances and language requirements.
• Collect and analyse customer feedback to identify areas for improvement and drive product enhancements.

Metrics & Reporting

• Measure, analyze, and optimize program performance through continuous testing, metrics tracking (engagement, adoption, NRR, churn), and use data to iterate on programs to maximize ROI and customer outcomes.
• Work closely across the Customer Experience team and with Sales, Marketing, Partnerships, Product, and Support teams to align customer success initiatives with overall business objectives.
• Develop and maintain customer success resources, including guides, tutorials, webinars, nurture campaigns and best practices.
• Leverage customer success platform, CRM, marketing campaign platform, and other internal tools, including AI, to track engagement, usage and customer health, and automate and optimize customer interactions and program delivery.
• Support the Customer Success team in achieving revenue targets tied to renewals and expansions.

Your profile

• You have a bachelor's degree and several years of relevant professional experience.
• Strategic thinking with ability to balance long-term vision with tactical execution.
• Strong leadership and people management capabilities.
• Data‑driven mindset with proficiency in analytics and reporting.
• Experience with marketing automation and customer engagement platforms.
• Ability to design and optimize scalable processes and programs.
• Strong project management and organizational skills.
• Customer‑centric approach with passion for driving customer outcomes.
• Comfort with AI tools and emerging technologies in customer success.

PTV Logistics - a leading global software company for transportation logistics! We calculate and optimize route planning for logistics companies with record‑breaking algorithms to maximize time and cost savings. With more than 40 years of experience, we help to put theory into practice!

Interested? Then take a look at our website: https://www.ptvlogistics.com/en