Digital engagement program manager

Nutanix; Madison (WI); Remote; USD 156,000 - 312,000; Full time

Job summary

Nutanix seeks a Digital Engagement Program Manager to enhance customer retention through digital channels. This role involves strategizing engagement, analyzing customer data, and collaborating across teams. Join a remote-first company dedicated to customer success and innovation.

Benefits

401(k) eligibility

Paid time off benefits

Sign-on bonus

Restricted stock units

Qualifications

• 3-5 years of experience in digital marketing or customer success.
• Proven experience with customer retention strategies in SaaS.

Responsibilities

• Develop and execute digital engagement strategies to improve renewals.
• Leverage data analytics to identify at-risk customers.
• Track and report on the effectiveness of renewal campaigns.

Skills

Digital Marketing

Customer Retention

Data Analytics

Project Management

Communication

Education

Bachelor’s degree in Marketing

Bachelor’s degree in Business

Tools

Salesforce

Planhat

Marketo

Eloqua

Job description

Hungry, Humble, Honest, with Heart.

The Opportunity

Nutanix is a leading innovator in the software industry, providing cutting-edge solutions that empower businesses to streamline operations and drive digital transformation. We’re looking for a Digital Engagement Program Manager to lead and optimize our renewals strategy, focusing on engaging customers through digital channels and ensuring long-term retention for our long tail of renewals. If you are a data-driven, customer-centric marketer with experience managing digital renewal programs, we want you to help us take our customer relationships to the next level.

As the Digital Engagement Program Manager for Renewals, you will be responsible for driving customer engagement throughout the renewal process, ensuring long-term satisfaction, and increasing the renewal rates for our software products. You will use digital channels such as email, customer portals, social media, and automation tools to manage customer touchpoints, improve retention, and foster positive relationships. Your goal will be to create a seamless, proactive renewal journey that reduces churn and strengthens customer loyalty.

About the Team

At Nutanix, you'll be joining the Customer Success & Renewals team, a geo-dispersed group that thrives on collaboration and innovation. Although we are spread across various locations, our team is united by a shared goal of ensuring our customers achieve maximum value from our products. We pride ourselves on fostering open communication, teamwork, and a culture where every voice is heard and valued.

You will report to the Vice President, WW Customer Success & Renewals, who is dedicated to supporting your professional growth and creating an environment where your contributions can shine. The work setup at Nutanix is primarily remote, giving you flexibility while still encouraging collaboration through virtual tools and meetings.

Your Role

+ Develop and execute digital engagement strategies to improve renewals and reduce churn, focusing on long-term customer retention for existing clients.

+ Create and manage digital touchpoints (email campaigns, customer success portals, in-app messaging, and social media) that keep customers informed, engaged, and motivated throughout the renewal cycle.

+ Leverage data analytics to identify at-risk customers, segment audiences, and craft personalized renewal campaigns that encourage retention and repeat business.

+ Work closely with the Customer Success and Sales teams to understand customer pain points and feedback, ensuring that digital engagement strategies align with their efforts to improve retention.

+ Automate key customer interactions using marketing automation tools to send timely renewal reminders, upsell opportunities, and product updates, ensuring customers are well-informed and engaged.

+ Track and report on the effectiveness of renewal campaigns, analyzing key metrics such as renewal rates, engagement levels, and customer satisfaction.

+ Implement customer feedback loops, including surveys or follow-ups, to gather insights and improve the customer experience throughout the renewal process.

+ Support the development of content (emails, landing pages, videos, FAQs) to educate and engage customers on renewal benefits, product features, and customer success stories.

+ Monitor customer health scores and collaborate with teams to develop targeted engagement initiatives for customers at risk of non-renewal.

+ Work closely with product teams to ensure that digital communications are aligned with new product features, updates, and enhancements that may impact renewal decisions.

+ Maintain a strong understanding of the software industry trends and customer needs, staying ahead of market changes that might impact renewal rates and strategies.

What You Will Bring

+ Bachelor’s degree in Marketing, Business, or a related field.

+ 3-5 years of experience in digital marketing, customer success, or program management within the software or technology industry.

+ Proven experience with customer retention strategies, particularly in the context of SaaS or subscription-based software products.

+ Strong proficiency with digital marketing tools such as email marketing platforms, CRM systems (Salesforce), customer success software (Planhat), and marketing automation tools (Marketo, Eloqua, etc.).

+ Experience analyzing customer data and engagement metrics, and using insights to refine strategies.

+ Strong project management skills, with the ability to manage multiple initiatives and priorities simultaneously.

+ Excellent communication and writing skills, with a knack for crafting clear, compelling digital content.

+ Ability to work cross-functionally with teams such as Sales, Customer Success, Product, and Data Analytics.

+ Knowledge of customer retention and renewal lifecycle best practices in the SaaS or software industry.

+ Proactive and results-oriented mindset with a passion for improving the customer experience.

Work Arrangement

Remote: This position is primarily remote. There is no specific in-office requirement, however, there may be circumstances where you may be required to come into a local office for a specific purpose, and/or to travel to other locations based on business needs.

The pay range for this position at commencement of employment is expected to be between USD $ 156,080 and USD $ 311,280 per year.

However, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. Our application deadline is 40 days from the date of posting. In good faith, the posting may be removed prior to this date if the position is filled or extended in good faith.
We're an Equal Opportunity Employer Nutanix is an Equal Employment Opportunity and (in the U.S.) an Affirmative Action employer. Qualified applicants are considered for employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, protected veteran status, disability status or any other category protected by applicable law. We hire and promote individuals solely on the basis of qualifications for the job to be filled. We strive to foster an inclusive working environment that enables all our Nutants to be themselves and to do great work in a safe and welcoming environment, free of unlawful discrimination, intimidation or harassment. As part of this commitment, we will ensure that persons with disabilities are provided reasonable accommodations. If you need a reasonable accommodation, please let us know by contacting [e-mail].