Job Posting Title Digital Success Manager

Ideagen; Hyderabad; On-site; INR 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Office-based role

Job summary

Ideagen is seeking a Digital Success Manager to drive adoption, engagement, and retention across a digital‑first customer segment. This role operates at scale, using data, automation, and digital touchpoints to deliver proactive success outcomes across a large portfolio of accounts — without relying on high‑touch, one‑to‑one engagement for every interaction.

Ideagen is a global software company; the Hyderabad office hosts customer‑facing teams and offers an office‑based work pattern.

Qualifications

• 3–5 years of experience in Customer Success or related SaaS role.
• Experience managing digital/tech-touch CS programs.
• Comfort working with customer health data and CS automation tools.
• Strong written communication skills for scalable messaging.
• Analytical mindset with ability to translate data into program changes.
• Customer-first orientation with ability to drive outcomes without high-touch ties.

Responsibilities

• Own the end-to-end digital customer journey from onboarding to renewal and expansion.
• Design and execute automated lifecycle campaigns that drive product adoption at scale.
• Monitor health scores and usage data to identify at-risk accounts for intervention.
• Collaborate with CS, Product, and Marketing to develop self-serve resources.
• Manage digital engagement programs using Gainsight, Totango, HubSpot, or similar.
• Analyse cohort data to identify trends and surface insights to improve programs.
• Triage and elevate accounts when digital signals indicate need for human outreach.
• Support onboarding at scale with guided in-app experiences and webinars.
• Partner with Renewals and Sales to flag expansion signals or churn risk.

Skills

Digital CS program

CRM data

Written communication

Analytical mindset

Customer-first orientation

Cross-functional collaboration

Tools

Gainsight

Totango

HubSpot

Job description

About Us

Location- Hyderabad

Level - Support Level

Department - Customer

Working Pattern - Work from Office

Benefits -Benefits at Ideagen

Salary - To be discussed at next stage

We are seeking a Digital Success Manager who is responsible for driving customer adoption, engagement, and retention across a digital‑first customer segment. This role operates at scale, using data, automation, and digital touchpoints to deliver proactive success outcomes across a large portfolio of accounts — without relying on high‑touch, one‑to‑one engagement for every interaction.

Responsibilities

• Own the end-to-end digital customer journey for a defined customer segment (typically SMB or low‑ARR accounts), from onboarding through renewal and expansion.
• Design and execute automated lifecycle campaigns (email, in‑app, webinars) that drive product adoption and feature awareness at scale.
• Monitor customer health scores and usage data to identify at‑risk accounts and trigger appropriate digital or human interventions.
• Collaborate with CS, Product, and Marketing teams to develop self‑serve resources including knowledge bases, video tutorials, and help content.
• Manage and continuously optimise digital engagement programs using tools such as Gainsight, Totango, HubSpot, or similar platforms.
• Analyse cohort data and engagement metrics to identify trends, surface insights, and iterate on program performance.
• Triage and elevate accounts appropriately when digital engagement signals indicate the need for human‑led outreach.
• Support onboarding at scale through guided in‑app experiences, automated check‑in sequences, and digital office hours or webinars.
• Partner with Renewals and Sales to flag expansion signals or churn risk within the digital segment.

Skills and Experience

• 3–5 years of experience in Customer Success, Account Management, or a related SaaS role.
• Demonstrated experience managing or contributing to a digital/tech‑touch CS program.
• Comfort working with customer health data, CRM platforms, and CS automation tools.
• Strong written communication skills — able to craft compelling, scalable messaging for diverse customer segments.
• Analytical mindset with the ability to interpret data and translate it into actionable program changes.
• A customer‑first orientation with the ability to drive outcomes without relying solely on direct relationship management.

About Ideagen

Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that’s always working behind the scenes to help those people who make our lives safer and better. Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.

We’re building a future‑ready team, and AI is part of how we work smarter. If you're curious, adaptable and open to using AI to improve how you work, you’ll thrive at Ideagen!

What is next?

Enhance your career and make the world a safer place!

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