Customer Engagement Manager

Summary

Join RethinkFirst as a CS Reporting & Analytics Expert specializing in designing, implementing, and optimizing NPS and behavior-based campaigns using Gainsight. You will leverage customer data to create targeted campaigns, utilize Gainsight's features, and analyze data to drive decision-making. This role is crucial for advancing our customer success strategy through personalized, data-driven campaigns. You will collaborate with cross-functional teams, create reports, and communicate findings to stakeholders. The ideal candidate possesses extensive Gainsight experience, strong data analytics skills, and excellent communication abilities. Remote opportunities are available for candidates in specified states.

Requirements

• Extensive hands-on experience with the Gainsight platform, including Journeys, Playbooks, Health Scores, NPS, and CTAs
• Strong understanding of customer success workflows and how to apply them within the Gainsight platform
• Proven experience in creating, executing, and optimizing behavior-driven campaigns in customer success, marketing, or product management
• Familiarity with data segmentation, predictive analytics, and customer journey mapping
• Strong proficiency in data analytics and the ability to analyze customer data to identify trends, behaviors, and opportunities for campaign optimization
• Experience with data analysis tools (Excel, Tableau, PowerBI etc.) and the ability to create data-driven strategies
• Ability to translate data insights into actionable strategies for improving customer engagement and retention
• Strong project management skills, with the ability to prioritize and manage multiple campaigns and initiatives simultaneously
• Ability to work independently and take ownership of projects, while collaborating effectively with cross-functional teams
• Excellent verbal and written communication skills
• Ability to present data and insights clearly to both technical and non-technical stakeholders
• Experience with Salesforce or similar CRM systems

Responsibilities

• Lead the creation and management of behavior-based campaigns in Gainsight, focused on customer engagement, retention, and lifecycle management
• Develop strategies to track customer behavior, including product usage, engagement, and health scores, to trigger relevant campaigns and actions
• Utilize Gainsight’s various features (Journeys, Playbooks, Health Scores, NPS, CTAs, etc.) to set up, monitor, and optimize campaigns
• Work closely with the Customer Success, Product, and Marketing teams to ensure Gainsight is integrated with other tools and systems to create a seamless experience for customers
• Leverage data analytics to measure campaign performance, identify trends, and derive actionable insights to enhance customer engagement and outcomes
• Use A/B testing, segmentation strategies, and predictive analytics to improve campaign effectiveness and customer retention
• Continuously monitor KPIs and analytics to optimize campaigns and report on campaign success to stakeholders
• Leverage data from Gainsight to gain insights into customer health, usage patterns, and behavior to tailor campaigns effectively
• Develop a deep understanding of customer needs and behavior to help improve customer journeys and increase satisfaction
• Work cross-functionally with other departments (Sales, Product, and Marketing) to align campaign goals and deliver a consistent message to customers
• Act as the Gainsight platform subject matter expert, providing training and support to internal stakeholders as needed
• Create regular reports for leadership that track the success and impact of behavior-based campaigns
• Communicate key findings and recommendations to stakeholders to ensure campaigns are aligned with broader business objectives

Preferred Qualifications

• Gainsight Certification (or equivalent) is a plus
• Experience in SaaS, technology, or other fast-paced industries
• Previous work in customer success or a related field, with a focus on behavior-based marketing and engagement strategies

Benefits

• Generous health, dental, & vision benefits package
• Flexible paid time off
• 11 paid company holidays
• 401k + matching
• Parental leave
• Access to our award-winning RethinkCare platform supporting neurodiversity in the workplace through parental success, professional resilience, and personal wellbeing