Highly Skilled Customer Success Program Manager for Subscription Business Growth

hace 2 días

Medellín, Antioquia, Colombia Recurly, Inc. A tiempo completo
About Recurly

Recurly, Inc. is a leading provider of subscription management platforms, empowering thousands of companies worldwide to harness the power of recurring revenue growth.

With its robust platform and extensive reach, Recurly has deployed subscription billing for numerous market-leading brands, including Sling TV, FabFitFun, Cinemark, and Fubo.tv.

The company is backed by Accel-KKR, a prominent technology-focused private equity firm with significant capital commitments.

Job Summary

We are seeking a highly skilled Customer Success Program Manager II to join our team in driving customer success and growth through scalable programs and automated solutions.

This role will focus on managing customer relationships at scale, utilizing digital-first approaches to engage and manage large customer bases efficiently.

Responsibilities
  1. Customer Relationship Management: Leverage digital tools and automation to engage and manage a large volume of customer relationships, focusing on delivering value through scalable programs and solutions.
  2. Drive Engagement, Adoption, and Retention: Utilize data-driven insights and automation tools to promote customer engagement, product adoption, and retention.
  3. Execute Engagement Campaigns: Lead the development and execution of engagement campaigns, using intentional and strategic program management to provide critical resources and support to Recurly's largest customer base.
  4. Digital Customer Outreach: Engage customers through digital platforms, such as email campaigns, webinars, office hours, and lunch & learn sessions, to deliver timely, relevant content that supports their success with Recurly.
  5. Customer Health Monitoring: Monitor customer health scores and use automated, targeted interventions to address potential churn risks proactively.
  6. Automated Customer Journeys: Create and manage automated customer journeys to guide users through key milestones in their lifecycle with Recurly, ensuring smooth transitions and continued engagement.
  7. Digital Touchpoints Optimization: Continuously gather feedback and analyze engagement metrics to refine and improve digital interactions, making sure touchpoints are effective and aligned with customer needs.
  8. Growth Opportunities Identification: Analyze customer data to spot opportunities for cross-sell, upsell, or additional services, collaborating with the sales team to drive growth within the customer base.
Requirements
  • 2-3 years of experience in customer success, program management, or a similar role, with a focus on managing customer relationships at scale.
  • Proven success using digital-first approaches (automation, segmentation, email campaigns, webinars) to engage and manage large customer bases.
  • Strong analytical skills to leverage customer data, health scores, and metrics for optimizing programs and addressing churn risks.
  • Proficiency with customer success platforms (e.g., Gainsight) and automation tools for managing customer journeys.
  • Experience in designing and managing automated customer journeys to drive adoption, retention, and satisfaction.
  • Excellent communication skills, able to deliver value through digital channels and collaborate effectively with cross-functional teams.
  • Solid project management skills, capable of tracking and executing multiple initiatives simultaneously.
  • Problem-solving mindset with the ability to use data insights to ensure customer success.
  • Familiarity with DTC models; experience with e-commerce, payments, or subscriptions is a plus.
About the Role

This is a full-time position, offering competitive benefits programs and perks designed to fit your needs and the needs of your family.

Recurly is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law.

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