Digital Customer Success Manager, Mediafly
£55-70k
Sales enablement & content management software
Open for applications
Sales enablement & content management software
101-200 employees
Open for applications
£55-70k
101-200 employees
Company mission
To bring buyers a more interactive, personalized content engagement experience that drives deal results.
Role
Who you are
- Mediafly values professionals with a keen eye for detail, analytical rigor, and a strong brand sensibility to elevate our customer experience
- Demonstrated detail orientation in managing digital customer success workflows and communications; proven ability to ensure accuracy and consistency across multiple program deliverables
- 3–5 years hands-on experience with Gainsight CS and/or PX (or similar platforms), including building engagement flows and digital programs
- Track record in a marketing, brand, or customer communications role, with an understanding of how to create messaging that aligns to brand guidelines and drives engagement
- Previous experience working on or supporting marketing campaigns is highly preferred
- Experience in roles focused on customer retention strategy campaigns, including developing and executing programs that drive measurable retention outcomes
- Proven ability to work cross-functionally with multiple teams to gain alignment and secure buy-in for digital success initiatives
- Proven success developing, implementing, and scaling data-driven digital customer retention programs, especially for lower ARR segments in SaaS or tech-enabled environments
- Analytical mindset; demonstrated experience interpreting customer data, program metrics, and behavioral trends to inform decisions and drive measurable outcomes
- Strong written and verbal communication skills – able to convey results, insights, and recommendations clearly for varied audiences
- Familiarity with data governance, compliance, and best practices relevant to digital customer engagement
What the job involves
- Mediafly seeks a highly detail-oriented Digital Customer Success Manager to foster customer retention and engagement through innovative, digital-first strategies
- With a special emphasis on supporting low ARR accounts, this role centers around using Gainsight CS and PX to execute proactive, personalized customer success programs and scale these approaches across all segments
- The successful candidate will actively leverage Gainsight workflows, data, and communications tools and will bring an enthusiasm for marketing or brand ownership to ensure communications deliver impact and consistency
- Execute Gainsight-Enabled Customer Engagement: Engage with Mediafly’s customers primarily via Gainsight CS/PX, applying provided workflows, health scoring, and engagement activities for tiered customer segments - focusing on retention and adoption for lower ARR accounts
- Use Gainsight to trigger precise, thoughtfully branded communications (email campaigns, renewal reminders, onboarding support) based on health scores, product activity, and segment metrics
- Ensure all engagement activities reflect a high attention to detail, maintaining brand integrity and consistency across touchpoints
- Deliver Automated, Scalable Digital Programs: Implement and iterate digital-first playbooks and lifecycle touchpoints designed in Gainsight, prioritizing lower ARR customer retention but contributing to programs serving all customer segments
- Apply marketing best practices to campaign design, messaging, and segmentation, ensuring digital programs support Mediafly’s brand objectives and engagement goals
- Review engagement outcomes in Gainsight, partnering with cross-functional teams to enhance digital success plans and expand program reach
- Monitor Customer Health & Drive Adoption: Regularly track customer health and adoption using Gainsight dashboards and reporting tools; analyze engagement trends, feature usage gaps, risk indicators, and opportunities for increased impact
- Apply data-driven insights to inform program improvements and to optimize communication approaches by segment
- Collect Feedback & Report Impact: Use Gainsight automation to collect NPS, CSAT, and user feedback at every stage of the customer journey
- Synthesize and report program outcomes, with a disciplined, detail-oriented approach to metrics interpretation and recommendation presentation
- Collaborate and Scale Best Practices: Work alongside Product, RevOps, and Customer Success to pilot, adapt, and scale digital engagement strategies for different customer segments
- Support ongoing education and self-service resource enhancements, contributing a marketing lens to all content intended for retention, onboarding, and customer education
Our take
Mediafly provides comprehensive software for sales and marketing teams, supporting them across enablement and content management. While the company has embedded itself among major clients like PepsiCo, GE and Disney, it is starting to be challenged by startups which are unbundling Mediafly’s services and have built their products with AI advantages as part of their foundation.
The company is now looking to refine its analytics offering in response. As part of this, it is aggregating all of the relevant information pertaining to a sales process, to inform managers and allow them to make reasonable forecasts across their whole pipeline. in 2023, it grew its customer base by 164% and integrated acquisitions from the revenue technology sector.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
40% female employees
Company
Funding (last 2 of 6 rounds)
Aug 2023
$80m
LATE VC
Nov 2021
$10m
GROWTH EQUITY VC
Total funding: $126.6m
Company benefits
- Remote based in US & UK
- Generous PTO
- 401K Retirement Plan
- Transparent Career Paths
- Medical, Dental & Vision
- Paid Parental Leave
- Remote Stipend
- 11 Paid Holidays
Company HQ
Chicago Loop, Chicago, IL
Leadership
William Walsh
(CEO)Previously the Founder, President and CEO of Aptology, Boardmember of Valen Analytics, President and CEO of Navis and was the CEO of Zebra Technologies.
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