Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better. 

Every day millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs. 

Ideagen believe that by recruiting diverse and talented individuals, we create an inclusive community for all. We are committed to empowering all colleagues to maximise their potential and express their unique characteristics, experience, and knowledge to achieve their ambitions.

Digital Success Manager is a customer advocate, responsible for building and nurturing customer relationships exclusively through digital channels. This role manages a broad portfolio of accounts, ensuring customers gain maximum value from our solutions to drive retention and growth. By employing a data-driven approach, the Digital Success Manager proactively engages customers to support product adoption, deliver educational resources, and address potential challenges.

• Develop and execute a digital engagement strategy for a large volume of accounts, focusing on improving customer experience and product usage.
• Regularly interact with customers through digital channels, including email, chat, to address questions, provide product updates, and share best practices.
• Use data analytics to monitor customer health, identify risks, and implement scalable engagement tactics to address issues before they impact customer satisfaction.
• Work in collaboration with marketing to design and deliver targeted campaigns that encourage product adoption, expansion, and renewal.
• Collaborate with customer support teams to address and escalate customer issues effectively.
• Track key metrics, such as customer satisfaction scores, engagement levels, and churn rate, to report on digital success outcomes and identify areas for improvement.

• 3+ years of experience in customer success, account management, or a similar customer-facing role, ideally within a SaaS or technology environment.
• Excellent digital communication skills and the ability to build rapport and trust with customers via online platforms.
• Proficiency in CRM and customer success platforms (e.g., Gainsight, Salesforce) and a solid understanding of analytics for monitoring customer health.
• Strong problem-solving and critical-thinking skills, with a proactive and customer-first mindset.
• Ability to manage multiple accounts and prioritize tasks in a fast-paced, digital environment.

Behaviors

• Ambitious - Drive, Planning & Execution
• Adventurous - Flexibility & Resilience and Savvy Thinking
• Community - Collaboration & Communication