Customer Success Program Manager II

Recurly - Austin, TX

Full-time - Mid Level

Austin, TX

Publishing Industries

About the position

The Customer Success Program Manager II at Recurly is responsible for designing and executing impactful customer success programs that enhance the customer experience across a scaled customer portfolio. This role focuses on optimizing processes, driving product adoption, and ensuring customer retention by leveraging data-driven insights and digital tools. The ideal candidate will thrive in a fast-paced environment, managing multiple programs while building strong relationships with customers and internal teams.

Responsibilities

• Manage Customer Relationships at Scale by leveraging digital-first approaches to engage and manage a large volume of customer relationships efficiently.
• Drive Engagement, Adoption, and Retention using data-driven insights and automation tools to promote customer engagement and product adoption.
• Execute Engagement Campaigns and Program Management by leading the development and execution of engagement campaigns for Recurly's largest customer base.
• Utilize Digital Tools for Customer Outreach to engage customers through email campaigns, webinars, and lunch & learn sessions.
• Track Customer Health and Address Churn Risks by monitoring customer health scores and implementing targeted interventions.
• Design and Automate Customer Journeys to guide users through key milestones in their lifecycle with Recurly.
• Optimize Digital Touchpoints by gathering feedback and analyzing engagement metrics to improve digital interactions.
• Identify Growth Opportunities by analyzing customer data for cross-sell and upsell opportunities.
• Foster Customer Advocacy by identifying satisfied customers for case studies and testimonials.
• Gather Feedback and Insights using digital surveys and tools to capture valuable customer insights.
• Collaborate with Marketing on Content and Communication to align customer communication strategies.

Requirements

• 2-3 years of experience in customer success, program management, or a similar role.
• Proven success using digital-first approaches (automation, segmentation, email campaigns, webinars) to engage large customer bases.
• Strong analytical skills to leverage customer data and metrics for optimizing programs.
• Proficiency with customer success platforms (e.g., Gainsight) and automation tools.
• Experience in designing and managing automated customer journeys to drive adoption and retention.
• Excellent communication skills for delivering value through digital channels.
• Solid project management skills for tracking and executing multiple initiatives.
• Problem-solving mindset with the ability to use data insights for customer success.
• Strong prioritization and time management skills.

Nice-to-haves

• Familiarity with DTC models; experience with e-commerce, payments, or subscriptions is a plus.

Benefits

• Internet reimbursement
• Commuter assistance
• Health savings account
• Disability insurance
• Health insurance
• Dental insurance
• Flexible spending account
• Tuition reimbursement
• Employee assistance program
• Vision insurance
• 401(k) matching
• Life insurance
• Lunch & learns
• Pet insurance