Digital Customer Success Product Manager

Udemy • Austin, TX

4d • Hybrid

About The Position

As a Digital Customer Success Product Manager, you will drive the development and optimization of digital products and experiences that enhance customer success outcomes. You will work at the intersection of product strategy and customer success, leveraging data insights to build scalable solutions that help customers achieve their goals while contributing to business growth. This role requires a deep understanding of customer needs, product development processes, and success metrics to create impactful digital experiences that drive customer satisfaction and retention.

Requirements

• Proven experience in product management, customer success, or digital experience with a focus on customer-facing digital products or digital customer success initiatives
• Strong analytical skills with experience using data to drive product decisions and measure customer success outcomes
• Experience working with cross-functional teams including engineering, design, customer success, and marketing
• Demonstrated ability to translate customer needs and feedback into actionable product requirements and roadmaps
• Familiarity with customer success metrics, methodologies, and best practices for driving customer engagement and retention
• Experience with CRM platforms, customer data analysis, and digital customer engagement tools
• Strong communication and collaboration skills with the ability to influence stakeholders and align teams around shared goals
• Track record of launching and iterating on digital products that drive measurable improvements in customer satisfaction and business results
• Experience implementing innovative solutions and emerging technologies to solve complex customer success challenges
• Understanding of business systems design and process optimization to support scalable customer success operations

Responsibilities

• Partner with customer success teams to identify pain points and opportunities for digital product improvements that enhance customer outcomes
• Develop and execute product roadmaps for digital customer success tools, features, and experiences based on customer feedback and data analysis
• Collaborate with engineering, design, and data teams to build and optimize digital touchpoints that drive customer engagement and success
• Analyze customer behavior data and success metrics to inform product decisions and measure the impact of digital initiatives
• Work cross-functionally with marketing, sales, and customer success teams to align product strategy with customer journey and business objectives
• Define and track key performance indicators for digital customer success products, ensuring alignment with customer and business goals
• Drive innovation by identifying emerging technologies and methodologies that can enhance customer success capabilities and outcomes
• Design and optimize business systems and processes that support scalable customer success operations and data-driven insights

Benefits

• You’ll get full access to Udemy courses, a monthly UDay to invest in yourself, and a budget to spend on whatever helps you improve.
• This role is also eligible for equity and a bonus.
• Our benefits start with you and were built to provide you and your family with the protection and care you need, making it easy to access the right coverage when you need it most.
• Benefits vary by region, and we encourage applicants to review our Australia Benefits, India Benefits, Ireland Benefits, Mexico Benefits, Turkiye Benefits & US Benefits, pages to get an understanding of some of the benefits we offer.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees