Digital Customer Success Campaign Manager

Recorded Future•Boston, MA

11d•$109,500 - $164,000•Hybrid

About The Position

With 1,000+ intelligence professionals serving over 1,900 clients worldwide, Recorded Future is the world’s most advanced, and largest, intelligence company! Recorded Future is seeking a Digital Customer Success Campaign Manager to own, design, and execute our scaled customer success communication engine. Your primary mission is to guide users seamlessly through the customer lifecycle, with a laser focus on helping them achieve immediate ROI and foundational success goals through product adoption. You will own the end-to-end execution of automated customer journeys for our digital-led segment and the broader user base to help them achieve their goals. You will design, write, and build targeted communication that drives customers to complete critical onboarding milestones, fulfill product training requirements, earn certifications, and prepare for business reviews. Your role blends customer success strategy and technical execution, including analyzing behavioral data, running continuous A/B tests, and optimizing campaigns to ensure every customer successfully unlocks the value of their investment. Please note this role requires working from the Recorded Future Boston office at least 3 days per week.

Requirements

5-7 years in email marketing or digital communications
Adept with CSS, HTML, and email testing
Data-driven and analytical mindset
Skilled communicator across different media and audiences with an eye for detail
Experience creating, executing, and managing email campaigns using platforms such as HubSpot, Eloqua, Pardot, Marketo, or Constant Contact

Nice To Haves

Experience with Gainsight Journey Orchestrator is a plus

Responsibilities

Design, build, and automate customer journeys within our customer success software (Gainsight) to systematically move users through the customer lifecycle.
Write compelling copy and design clean templates that guide customers to hit critical milestones, such as onboarding completion, product training, earning certifications, and business reviews.
Own audience segmentation and data source ingestion, ensuring precise targeting based on real-time user behavior, product entitlement, and lifecycle stages to deliver the right enablement material at the right time.
Run robust, ongoing multivariate and A/B tests on subject lines, copy, layouts, and behavioral triggers to ensure we are delivering the optimal messaging to drive user action.
Monitor, analyze, and report on performance against baseline campaign goals and longer term impact. Success in this role is measured in accordance with department-level objectives, including customer health scores, feature adoption rates, milestone completion, and retention.
Coordinate closely with Product, Customer Success leadership, Marketing, Training, and relevant system owners to ensure campaign goal alignment, brand consistency, messaging, and deconflict schedules to deliver the best possible customer experience while advancing business goals.