Associate Digital Customer Success Manager at LexisNexis · Raleigh

Summary: LexisNexis is seeking an innovative and data-driven Associate Digital Customer Success Manager to support our growing digital customer segment. This role focuses on driving engagement, satisfaction, and retention across our self-serve and digital customer base through effective communication and digital experience optimization. Responsibilities: - Drive Digital Engagement: Develop and deliver digital engagement programs that promote customer adoption, education, and retention through scalable and automated channels - Content Strategy & Execution: Create and refine digital communications and campaigns that resonate with customers and deliver measurable engagement outcomes - Customer Insights & Analytics: Analyze customer usage data using tools like Pendo, Salesforce, Tableau, and other analytics platforms to identify engagement trends, success metrics, and opportunities for improvement - Lifecycle Management: Support digital onboarding, product education, and retention efforts through proactive digital touchpoints and automated communication flows - Innovation & Experimentation: Identify and test new digital strategies for communicating value, educating customers, and improving the end-to-end experience for digitally managed accounts - Cross-Functional Collaboration: Partner with marketing, product, and customer success teams to align initiatives that improve customer outcomes and drive digital engagement - Performance Measurement: Track, report, and analyze KPIs to measure the impact of digital programs and continually optimize effectiveness and ROI Required Qualifications: - A bachelor's degree or equivalent experience in Business, Marketing, Communications, or a related field - 1-3+ years in digital customer success, digital marketing, or a customer experience role (B2B SaaS or technology company experience preferred) - Strong understanding of digital communication channels and customer lifecycle management - Proven experience using tools such as Pendo, Salesforce, and data analytics platforms to interpret customer behavior and guide strategy - Excellent communication and storytelling abilities, with a focus on clear and impactful digital messaging - Highly organized, self-motivated, and comfortable managing multiple projects in a fast-paced environment - Creative thinker who can develop innovative digital engagement approaches in a non–face-to-face environment - Familiarity with customer journey mapping, segmentation, and automation tools - Analytical mindset with the ability to translate data insights into actionable recommendations Preferred Qualifications: - Written Spanish language competencies preferred Required Skills: Digital customer success, Data analytics, Customer engagement Important Skills: Pendo, Salesforce, Digital communication Nice-to-Have Skills: Customer journey mapping, Written Spanish, Project management, Creative thinking Benefits: Opportunity to shape and grow a digital-first customer success model at a leading global organization., A collaborative, innovative environment that values data-driven decision-making and creativity., Career growth opportunities within a customer success and digital strategy framework., Comprehensive benefits and professional development support.