Digital Customer Success Manager: Onboarding & Adoption

Fitch Solutions; Warszawa; Hybrid; PLN 100,000 - 115,000; Full time

Benefits offered by this job

Hybrid work environment

Learning & mobility programs

Retirement planning

Healthcare offerings

Parental leave

Job summary

Fitch Solutions in Warsaw is seeking a Digital Customer Success Manager to own onboarding, adoption, and renewal journeys for a global customer base. You will use data, AI, and automation to scale digital engagement, measure outcomes, and drive value across products.

You will collaborate with Product, Sales, Marketing, and Support to deliver consistent digital experiences and customer outcomes, while growing with a leading financial information services group.

Qualifications

• 1–3+ years of experience in Customer Success, Account Management, Growth, or a digital-first customer role.
• Active use of AI, automation, and modern customer engagement tools to scale impact.
• Data-driven and comfortable working with usage metrics, trends, and experimentation.
• Enjoy improving processes and building repeatable, scalable programs.
• Clear communication and proactive in translating insights into action.
• Thrive in a fast-moving, collaborative environment and continuous improvement.

Responsibilities

• Deliver Scalable Onboarding and Adoption.
• Analyse customer usage, behaviors, and entitlement data to identify activation gaps, non-usage clusters, and adoption opportunities.
• Translate insights into targeted digital journeys that improve engagement, accelerate time-to-value, and increase active usage.
• Continuously test, refine, and optimise engagement logic to improve relevance, timing, and impact, using performance data and experimentation to drive measurable adoption lift.
• Leverage Automation, Tools, and AI: Build and maintain automated workflows that generate ready-to-send, customer-specific communications, including emails, in-platform messages, and self-service content.
• Drive measurable reduction in manual execution by improving templates, triggers, and the use of AI-enabled and digital tooling.
• Operate as a builder and operator of scalable digital journeys, balancing automation with targeted intervention to maximise customer outcomes.
• Learn from Customer Data: Track customer health scores, usage patterns, and feedback.
• Use performance and usage data to identify what works, what does not, and where to iterate or scale digital engagement.
• Clearly demonstrate how data-driven targeting improves customer outcomes.
• Identify trends, risks, and growth opportunities and translate insights into targeted digital actions.
• Collaborate Across Teams: Build relationships with colleagues in Product, Sales, Marketing, and Support.
• Deliver consistent digital experiences that align with Account Teams and Sales Specialists.
• Act as the voice of the customer, using data and insight to drive product, process, and experience improvements across the business.

Skills

Customer Success

Account Management

Growth

AI & Automation

Tools

CRM platforms

Marketing automation

Job description

Fitch Solutions in Warsaw is seeking a Digital Customer Success Manager to own onboarding, adoption, and renewal journeys for a global customer base. You will use data, AI, and automation to scale digital engagement, measure outcomes, and drive value across products.

You will collaborate with Product, Sales, Marketing, and Support to deliver consistent digital experiences and customer outcomes, while growing with a leading financial information services group.