As a Digital Customer Success Program at PTV Logistics, you will lead the strategy, execution, and optimization of our digital customer success programs. Reporting to the VP of Customer Success, this role is pivotal in driving customer success initiatives and ensuring our global customer base achieves maximum value from our solutions. This role is ideal for someone who thrives at the intersection of technology, customer experience, and revenue growth. You’ll design, manage and execute on digital touchpoints, campaigns, and automation that support onboarding, adoption, retention, and expansion across our entire customer base as well as service customers directly in a pooled customer success engagement model. 
 
Customer Engagement 

• Create and execute multi-channel engagement campaigns using email, in-app messaging, webinars, newsletters, and automated sequences to drive customer adoption and value realization at scale 
• Host regular 1: many customer programs including monthly webinars, group training sessions, office hours, and cohort-based workshops that serve multiple customer segments simultaneously 
• Monitor customer health and execute proactive intervention campaigns using data and automation to identify at-risk accounts and drive timely engagement before churn occurs 
• Design standardized global programs that are flexible and tailored to different regional / product or vertical nuances and language requirements 
• Collect and analyse customer feedback to identify areas for improvement and drive product enhancements. 

  
Metrics & Reporting 

• Measure, analyse, and optimize program performance through continuous testing, metrics tracking (engagement, adoption, NRR, churn), and use data to iterate on programs to maximize ROI and customer outcomes 
• Work closely across the Customer Experience team and with Sales, Marketing, Partnerships, Product, and Support teams to align customer success initiatives with overall business objectives. 
• Develop and maintain customer success resources, including guides, tutorials, webinars, nurture campaigns and best practices. 
• Leverage customer success platform, CRM, marketing campaign platform, and other internal tools, including AI, to track engagement, usage and customer health, and automate and optimize customer interactions and program delivery. 
• Support the Customer Success team in achieving revenue targets tied to renewals and expansions.