Program Manager, Digital Customer Success (Remote, CAN)

CrowdStrike•Ottawa, ON

63d•Remote

About The Position

As a global leader in cybersecurity, CrowdStrike protects the people, processes and technologies that drive modern organizations. Since 2011, our mission hasn’t changed — we’re here to stop breaches, and we’ve redefined modern security with the world’s most advanced AI-native platform. Our customers span all industries, and they count on CrowdStrike to keep their businesses running, their communities safe and their lives moving forward. We’re also a mission-driven company. We cultivate a culture that gives every CrowdStriker both the flexibility and autonomy to own their careers. We’re always looking to add talented CrowdStrikers to the team who have limitless passion, a relentless focus on innovation and a fanatical commitment to our customers, our community and each other. Ready to join a mission that matters? The future of cybersecurity starts with you. About the Role: CrowdStrike is looking for a Digital Customer Success Program Manager to join our fast-growing Customer Success Operations team. In this role, you will lead the development and execution of digital adoption strategies to enhance customer experience and product utilization. This role will focus on creating effective email journeys and driving product adoption content.

Requirements

5+ years of experience with Customer Success, Digital CS Programs, Customer Marketing, or related role in a SaaS environment
Demonstrated experience building and optimizing email journeys using marketing automation platforms
Strong understanding of email metrics and analytics
Excellent writing skills with ability to create clear, concise technical content for diverse audiences
Detail-oriented with exceptional organizational skills
Strong AI proficiency, including: Ability to effectively use AI tools for content creation and optimization Understanding of how to leverage AI for personalization and customer insights Experience with prompt engineering to generate high-quality outputs Knowledge of AI limitations and appropriate use cases in customer success
Customer-centric mindset with focus on improving user experience
Growth mindset and bias for action

Nice To Haves

Willingness to learn CrowdStrike products; familiarity with cybersecurity concepts is a plus

Responsibilities

Partner with Customer Success Marketing to define and drive the digital customer success communications roadmap
Build and own a best-in-class Customer Success email marketing program and content that drives CrowdStrike product onboarding and adoption in a scalable way
Create standardization and guidelines for Customer Success email design, voice, content, and format across all products and services
Design, implement, and optimize Customer Success programs and product adoption email journeys to drive customer engagement and feature utilization
Analyze email data and performance metrics to identify opportunities for improvement and upsell; demonstrate impact on product adoption
Manage prioritization process for new or existing email campaign enhancements
Write compelling copy for new and existing email campaigns (in partnership with other internal teams)
Run experiments to continuously improve email content and performance
Gather requirements for CS Ops, Product, Engineering, and Data teams to build integrations that enable product-data-driven email campaigns and automation
Source relevant content across the organization for customer success newsletters and all-hands meetings
Create and consult on additional Customer Success content as needed
Stay up-to-date with innovation and best practices in email marketing and digital adoption
Collaborate with Technical Account Managers, Technical Support Engineers, Customer Research, and Customer Marketing teams to ensure alignment on customer needs
Work with product stakeholders to define goals and metrics for emails and digital content
Gather and follow up on requirements and enhancement requests related to email marketing tools
Leverage AI tools to automate and enhance content creation, personalization, and customer insights

Benefits

Market leader in compensation and equity awards
Comprehensive physical and mental wellness programs
Competitive vacation and holidays for recharge
Paid parental and adoption leaves
Professional development opportunities for all employees regardless of level or role
Employee Networks, geographic neighborhood groups, and volunteer opportunities to build connections
Vibrant office culture with world class amenities
Great Place to Work Certified™ across the globe

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