About Us

Location- Hyderabad

Level - Support Level

Department - Customer

Working Pattern - Work from Office

Perks - 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 escalate 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 c

📌 Digital Success Manager (Hyderabad)
🏢 Ideagen
📍 Hyderabad