• Build and Operate Digital Customer Success Programs • Execute a prioritized backlog of digital initiatives tied to customer health, adoption, risk prevention, sentiment, and support deflection. • Own end-to-end program execution including audience definition, content creation, configuration, QA, launch, measurement, and iteration. • Maintain a consistent operating rhythm with releases, documentation, and stakeholder updates. • Create and maintain PX segments, engagements (guides, banners, modals), and surveys (including NPS). • Implement governance across naming standards, targeting rules, suppression logic, and version control. • Partner with Product and Support to strengthen PX tracking, analytics, and closed-loop workflows. • Embrace and evolve with emerging digital tools and capabilities, actively exploring new features, best practices, and automation opportunities within Gainsight and related platforms to improve scalability and customer experience. • Apply human-centered design principles to create digital customer journeys, in-app guidance, and lifecycle communications that reduce friction, reflect evolving customer expectations, and enable confident product adoption. • Create automated journeys in Journey Orchestrator that reinforce product adoption and customer value. • Develop and maintain reusable templates, personalization tokens, and persona-based content variants. • Ensure messaging meets customer-friendly communication standards: right message, audience, and frequency. • Create high-quality content including onboarding flows, feature explainers, tutorials, release notes, in-app copy, and help-center articles. • Maintain a unified editorial calendar that supports product launches, lifecycle communications, and digital CS initiatives. • Keep content up-to-date with product advancements and new UX standards. • Convert PX signals and survey results into actionable workflows within Gainsight CS (CTAs, triage routing, follow-up). • Standardize CTA fields, playbooks, and reporting to support consistent follow-up across teams and products. • Partner with CS Ops to ensure the right work lands with the right teams (Apex vs iPro). • Track and report performance of digital programs using adoption lift, engagement analytics, deflection, NPS follow-up SLAs, and journey effectiveness. • Leverage customer data, product telemetry, and engagement signals (e.g., PX analytics, surveys, funnel data) to identify trends, anticipate customer needs and risks, and trigger proactive, personalized interventions. • Analyze help center, in-app guidance, and funnel data to accelerate customer learning and reduce friction. • Continuously experiment, learn, and iterate on digital engagement programs by testing messaging, timing, targeting, and formats; document insights and apply learnings to improve outcomes at scale. • Translate complex datasets into actionable insights and visualizations through dashboards, reports, and digital readouts that inform prioritization, optimize service delivery, and support data-driven decision making across Customer Success, Product, and Support.