• Own the vision, strategy, build, and execution of digital customer engagement across the full customer lifecycle (onboarding, adoption, value realization, and renewal). • Design and scale high-volume, personalized engagement programs. • Build digital engagement models that complement human-led Customer Success efforts, especially for low-spend customers. • Be accountable for net revenue retention, with primary responsibility for improving renewal rates among low-spend customers. • Own success metrics for digital engagement programs, including renewal rates, churn reduction, product adoption, customer engagement scoring and customer health. • Identify churn risks and renewal friction points, and create proactive digital interventions. • Partner with leadership to align digital programs with coverage and renewal strategies. • Coordinate cross-functionally to ensure consistent messaging, timing, and customer outcomes. • Collaborate with: Sales & Renewals on renewal readiness and expansion Marketing on lifecycle campaigns, content, and segmentation programs Product on in-app engagements, adoption signals, and feedback Support on issue trends and customer health indicators Operations on data, tooling and ways to optimize programs for scale Driving alignment through data, insights, and clear outcomes. • Use data, experimentation, and reporting to continuously optimize engagement. • Manage dashboards that clearly connect digital engagement to retention and revenue. • Establish scalable processes, playbooks, and best practices. • Enable Customer Success with insights, tools, and workflows that support consistent outcomes.