Senior Specialist - Digital Customer Success
Hybrid · Gurugram, Haryana, India or Kuala Lumpur, Kuala Lumpur, Malaysia
Job Summary
Senior Specialist - Digital Customer Success leads Wood Mackenzie’s scalable, digital-first customer success model for unallocated accounts. Owns end-to-end digital lifecycle engagement from onboarding through renewal handoff, drives product adoption and retention through data-led interventions, and embeds a structured digital retention framework to identify churn signals and deploy targeted campaigns at scale. Responsibilities include designing automated customer journeys across onboarding, adoption, engagement, and renewal; developing retention-focused campaigns and templates; building onboarding frameworks for smooth product adoption in a low-touch, digital-first model; analyzing usage data and churn indicators to identify risk patterns and growth opportunities; collaborating with Retention, Sales, Product, and Marketing to align messaging and strategies; tracking KPIs such as adoption, engagement, churn reduction, and campaign effectiveness. Requirements include 3+ years in a CSM role in B2B SaaS or data-driven organizations, strong data analytics, hands-on experience with CSM platforms/CRM/digital engagement tools, lifecycle management expertise, onboarding program design, cross-functional collaboration, and a proactive, process-building mindset. The role is hybrid, with an expectation to be physically present in the office at least 2 days per week, and is not suitable for part-time or flexible arrangements.
Required Qualifications
- 3+ years of experience in a Customer Success role within a B2B SaaS or data-driven organization
- strong data analytics capability with experience interpreting usage trends and translating insights into actionable strategies
- hands-on experience with customer success platforms, CRM systems, and digital engagement tools
- understanding of lifecycle management, churn drivers, and scalable customer engagement models
- experience designing onboarding programs and improving product adoption within low-touch customer segments
- comfortable working in technology-driven environments and supporting system integrations
- structured, analytical thinking and problem-solving capability
- cross-functional collaboration skills and ability to influence stakeholders
- proactive, innovative, and comfortable building processes in evolving digital environments
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