Digital Customer Success Manager (UK)

Mediafly; United Kingdom; Remote; GBP 45,000 - 65,000; Full time

Job summary

A cutting-edge tech company is seeking a Digital Customer Success Manager to engage customers and support retention strategies using Gainsight. The role focuses on implementing digital programs, monitoring customer engagement, and collaborating with cross-functional teams. Ideal candidates have 3–5 years of relevant experience, strong analytical and communication skills, and a passion for enhancing customer experiences. This position is remote and based in the UK, offering flexible hours and a competitive salary.

Benefits

Flexible working hours

Generous PTO

Competitive Salary

Pension match

Medical, Dental, Vision

Generous Company Paid Parental Leave

Remote Stipend

Creative work environment

Qualifications

• 3–5 years hands-on experience with Gainsight CS or similar platforms.
• Experience in customer retention strategy campaigns with measurable outcomes.
• Strong communication skills to convey insights and recommendations.

Responsibilities

• Engage with customers via Gainsight, focusing on retention and adoption.
• Implement digital-first playbooks designed for customer segments.
• Monitor customer health and drive adoption using Gainsight dashboards.

Skills

Detail orientation

Customer retention strategy

Analytical mindset

Gainsight CS/PX

Communication skills

Tools

Gainsight

Job description

Who we are:

At Mediafly, we help the world’s top revenue teams work smarter and achieve measurable impact. Our platform brings together sales enablement, content, and performance insights so sellers have the coaching, tools, and intelligence they need to succeed. By weaving value selling into every workflow, we empower teams to accelerate deal cycles, boost win rates, and prove ROI.

For you, that means joining a company where innovation meets purpose—where your work helps businesses deliver more meaningful buyer experiences and drives results that truly matter. You’ll be part of a collaborative, growth‑focused team that values expertise, creativity, and human connection.

Key Responsibilities of a Digital Customer Success Manager

• Execute Gainsight‑Enabled Customer Engagement: Engage with Mediafly’s customers primarily via Gainsight CS/PX, applying provided workflows, health scoring, and engagement activities for tiered customer segments - focusing on retention and adoption for lower ARR accounts.
• Use Gainsight to trigger precise, thoughtfully branded communications (email campaigns, renewal reminders, onboarding support) based on health scores, product activity, and segment metrics.
• Ensure all engagement activities reflect a high attention to detail, maintaining brand integrity and consistency across touchpoints.
• Deliver Automated, Scalable Digital Programs: Implement and iterate digital‑first playbooks and lifecycle touchpoints designed in Gainsight, prioritizing lower ARR customer retention but contributing to programs serving all customer segments.
• Apply marketing best practices to campaign design, messaging, and segmentation, ensuring digital programs support Mediafly’s brand objectives and engagement goals.
• Review engagement outcomes in Gainsight, partnering with cross‑functional teams to enhance digital success plans and expand program reach.
• Monitor Customer Health & Drive Adoption: Regularly track customer health and adoption using Gainsight dashboards and reporting tools; analyze engagement trends, feature usage gaps, risk indicators, and opportunities for increased impact.
• Apply data‑driven insights to inform program improvements and to optimize communication approaches by segment.
• Collect Feedback & Report Impact: Use Gainsight automation to collect NPS, CSAT, and user feedback at every stage of the customer journey.
• Synthesize and report program outcomes, with a disciplined, detail‑oriented approach to metrics interpretation and recommendation presentation.
• Collaborate and Scale Best Practices: Work alongside Product, RevOps, and Customer Success to pilot, adapt, and scale digital engagement strategies for different customer segments.
• Support ongoing education and self‑service resource enhancements, contributing a marketing lens to all content intended for retention, onboarding, and customer education.

We would love to to meet you if you have:

• Demonstrated detail orientation in managing digital customer success workflows and communications; proven ability to ensure accuracy and consistency across multiple program deliverables.
• 3–5 years hands‑on experience with Gainsight CS and/or PX (or similar platforms), including building engagement flows and digital programs.
• Track record in a marketing, brand, or customer communications role, with an understanding of how to create messaging that aligns to brand guidelines and drives engagement.
• Previous experience working on or supporting marketing campaigns is highly preferred.
• Experience in roles focused on customer retention strategy campaigns, including developing and executing programs that drive measurable retention outcomes.
• Proven ability to work cross‑functionally with multiple teams to gain alignment and secure buy‑in for digital success initiatives.
• Proven success developing, implementing, and scaling data‑driven digital customer retention programs, especially for lower ARR segments in SaaS or tech‑enabled environments.
• Analytical mindset; demonstrated experience interpreting customer data, program metrics, and behavioral trends to inform decisions and drive measurable outcomes.
• Strong written and verbal communication skills – able to convey results, insights, and recommendations clearly for varied audiences.
• Familiarity with data governance, compliance, and best practices relevant to digital customer engagement.

Why Mediafly?

• Remote based in UK
• Flexible working hours
• Generous PTO
• Competitive Salary
• Pension match
• Transparent Career Paths
• Medical, Dental, Vision
• Generous Company Paid Parental Leave
• Remote Stipend
• Work in a creative environment with high energy

Mediafly is an equal opportunity employer, which means we do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome people of different backgrounds, experiences, abilities and perspectives and encourage all interested individuals to apply.

Thanks to our commitment to employee experience, Mediafly has been recognized as a Best Place to Work from Crain's, Inc. and BuiltIn.

Mediafly's HQ is based in Chicago, IL.