Growth Manager, Gorgias

• The ideal candidate will possess a strong background in Growth or Digital Success, and SaaS, coupled with creativity, strategic thinking, exceptional communication and collaboration skills
• You have 3+ years of experience in digital customer success, product growth, or retention marketing within a SaaS or technology company. You have a proven record of embracing challenging projects, and taking ownership of business outcomes
• Strong analytical mindset, matched with creativity, that allows you to use data and insights to think outside the box a turn them into actionable outcomes and execute impactful solutions and initiatives
• You have strong synthesis and communication skills in English. Externally, you’re able to tell powerful stories and drive recommendations with data, to engage and obtain customer buy-in. Internally, you are able to effectively share what you’re working on and why you’re working on it, and your results
• You have experience managing and executing complex projects cross-functionally, demonstrating strong follow-through and ability to self-manage multiple tasks and projects at once whilst meeting deadlines
• Intentionally agile individual who is comfortable with speed and an iterative process, continuously refining ideas based on feedback and outcomes

Desirable

• We’re looking for a Growth Manager, Digital Success who will be responsible for executing growth and retention strategies at scale, using automation and personalized tactics
• Your primary focus will be to ensure that all customers, regardless of size, are supported with the right combination of digital and human touchpoints to drive meaningful behaviors that lead to successful outcomes, and customer retention
• You will work cross-functionally to build and optimize an orchestrated experience across channels (e.g. email and in-product) and touchpoints, ensuring that cohorts of customers are guided towards maturity and expansion outcomes
• Design and execute scalable strategies to improve retention, drive product adoption, and incremental product revenue. Apply the latest technologies and AI tools to refine customer segmentation and signals, and scale hyper-personalised copy to ensure campaigns resonate with their unique characteristics
• Establish and be held accountable for metrics to measure the effectiveness and impact of your programs (e.g. product adoption, NRR). Conduct data analysis to understand customer behavior, usage patterns, and segmentation to provide actionable recommendations for campaign improvements
• Run experiments to identify which tactics work best for various customer segments and personas - craft ideas, execute and manage the campaigns, test your hypotheses and measure impact to then scale those successful strategies across hundreds of customers
• Influence and activate cross-functional partners in Product, Marketing, Account Management, and Customer Success to drive high-impact initiatives aligned with overall company business goals
• Work cross-functionally with the Implementation, Product Marketing and Product Teams to on a new onboarding email and in-product flow for both a specific segment of customers to improve Activation Rates
• Use our Churn Risk Score to build and test engagements that focus on mitigating churn, and identify new tactics and indicators to implement based on your learnings