Associate Digital Customer Success Manager

 LexisNexis is seeking an innovative and data-driven Associate Digital Customer Success Manager to support our growing digital customer segment. This role is focused on driving engagement, satisfaction, and retention across our self-serve and digital customer base through effective communication, digital experience optimization, and actionable insights.

The ideal candidate has experience in digital customer success, customer engagement, or a related digital marketing/analytics role. They will leverage technology and data to build scalable engagement strategies that create value for our customers and foster loyalty in a digital-first environment.

Key Responsibilities

• Drive Digital Engagement: Develop and deliver digital engagement programs that promote customer adoption, education, and retention through scalable and automated channels.
• Content Strategy & Execution: Create and refine digital communications and campaigns that resonate with customers and deliver measurable engagement outcomes.

• Customer Insights & Analytics: Analyze customer usage data using tools like Pendo, Salesforce, Tableau, and other analytics platforms to identify engagement trends, success metrics, and opportunities for improvement.
• Lifecycle Management: Support digital onboarding, product education, and retention efforts through proactive digital touchpoints and automated communication flows.
• Innovation & Experimentation: Identify and test new digital strategies for communicating value, educating customers, and improving the end-to-end experience for digitally managed accounts.
• Cross-Functional Collaboration: Partner with marketing, product, and customer success teams to align initiatives that improve customer outcomes and drive digital engagement.
• Performance Measurement: Track, report, and analyze KPIs to measure the impact of digital programs and continually optimize effectiveness and ROI.

Qualifications

• Education: A bachelor’s degree or equivalent experience in Business, Marketing, Communications, or a related field.

Experience:

• 1-3+ years in digital customer success, digital marketing, or a customer experience role (B2B SaaS or technology company experience preferred).
• Strong understanding of digital communication channels and customer lifecycle management.
• Proven experience using tools such as Pendo, Salesforce, and data analytics platforms to interpret customer behavior and guide strategy.

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