Manager - Digital Success

March 18

🌵 Arizona – Remote

Although this job is listed in Arizona, this company may be open to hiring remote in other states.

💵 $100k - $140k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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Fullbay

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Fullbay is a comprehensive software solution designed specifically for diesel repair shops and other heavy-duty repair operations. The company offers a range of tools to streamline various aspects of shop management, including estimates and invoices, service order workflow, inventory management, and customer communication. Fullbay integrates with accounting systems for seamless bookkeeping and supports two-way texting between customers and shops. It also provides specialized repair software for fleet maintenance, mobile operations, and specific industries such as agricultural and emergency vehicles. With features like reporting, MOTOR integration for repairs, and secure cloud-based data, Fullbay aims to maximize shop efficiency and enhance profitability while contributing to safer roads.

Shop management software • Electronic authorization • Customer portals

51 - 200 employees

☁️ SaaS

🏢 Enterprise

🚗 Transport

💰 Venture Round on 2019-05

📋 Description

• Developing and executing digital strategies that drive customer adoption, retention, and growth. • Leading a team dedicated to ensuring customers achieve their desired outcomes through digital engagement, automation, and scalable success programs. • Managing a team focused on digital success initiatives, structuring and delegating responsibilities across automated onboarding, self-service resources, and data-driven customer interactions to scale success. • Monitoring customer engagement metrics and using data-driven insights to refine digital programs, including A/B testing and rapid iteration. • Setting and measuring outcome-based KPIs, including campaign engagement rates, product and asset utilization, net and gross retention rates, and customer satisfaction scores. • Collaborating with CSMs, Onboarding, Marketing, Learning & Development, Support, and Product teams to create and optimize digital communication strategies. • Analyzing customer usage trends and developing targeted interventions to improve retention.

🎯 Requirements

• 5+ years of experience in SaaS Customer Success, Digital Engagement, Marketing, Growth, or a related field. • Experience working with digital success strategies, automation tools, and self-service customer engagement models is a must. • Strong quantitative and analytical ability to derive actionable insights from customer data to drive digital engagement strategies. • Hands-on experience with customer success automation platforms—ChurnZero (preferred), Gainsight, HubSpot, etc.—and other digital engagement tools. • Excellent communication skills and the ability to translate data insights into actionable strategies. • Ability to manage multiple projects and work cross-functionally to achieve digital success goals. • Proactive problem-solving mindset and a passion for leveraging technology to enhance customer experience. • Familiarity with CRM systems such as Salesforce.