Digital Customer Success Manager

GitKraken•Scottsdale, AZ

1d•Hybrid

About The Position

GitKraken is seeking a Digital Customer Success Manager to scale customer success for our low-touch, product-led customer segments through automation, in-product guidance, and data-driven lifecycle programs. This role is responsible for designing and operating a digital-first customer success motion that helps customers successfully adopt GitKraken, realize ongoing value, and renew — without reliance on high-touch, 1:1 engagement. You will focus on post-sale engagement across the customer lifecycle by leveraging in-app experiences, behavioral triggers, and usage signals to guide customers toward meaningful outcomes. The ideal candidate is a systems thinker who understands how developers and technical teams prefer to learn: by exploring, reading, and doing. You’ll work cross-functionally with Product, Engineering, Support, and Customer Success to ensure our customers are supported through scalable, intuitive, and effective product-led experiences. We are committed to having an inclusive and authentic work environment where unique perspectives, skills, and backgrounds are celebrated. We work hard to foster diversity in our workplace and encourage people from all backgrounds to apply. Even if you don't meet 100% of the requirements, don't let self-filtering and imposter syndrome get in the way of a great fit. We would love to hear from you!

Requirements

4–8 years of experience in Customer Success, Digital Customer Success, PLG, Lifecycle Management, or low-touch growth roles at a SaaS company.
Hands-on experience designing or operating digital customer success or in-app enablement programs.
Strong understanding of post-sale customer journeys in a product-led, self-serve, or low-touch B2B SaaS environment.
Experience working with product analytics and engagement tools (e.g., Amplitude, Mixpanel, Heap, HubSpot, in-app messaging platforms).
Ability to translate usage data into actionable engagement and retention strategies.
Comfort working cross-functionally with Product, Engineering, and Support teams.

Responsibilities

Digital Customer Success Strategy
Own and evolve GitKraken’s digital customer success approach for low-touch and self-serve customers.
Define scalable strategies that improve activation, adoption, retention, and renewal using automation and in-product engagement.
Partner with CS leadership to ensure digital success programs complement higher-touch customer motions.
Lifecycle Enablement & Engagement
Design and operate automated, usage-based lifecycle journeys from post-sale onboarding through ongoing adoption and renewal.
Build enablement programs that guide customers to key milestones (e.g., first successful workflow, integration setup, collaboration behaviors).
Proactively identify and re-engage at-risk or inactive customers through low-touch interventions.
In-Product Guidance & Messaging
Own the strategy and execution of in-app guidance, including walkthroughs, tooltips, contextual messaging, and announcements.
Partner with Product teams to support feature launches with effective self-serve education and adoption experiences.
Ensure messaging and guidance are tailored to technical users and aligned with how developers learn and adopt tools.
Customer Health, Data & Insights
Define and monitor key digital customer success metrics, including activation, engagement, adoption, churn indicators, and retention.
Leverage product usage data and telemetry to understand customer behavior and identify opportunities for improvement.
Use insights to continuously test, refine, and optimize digital success programs.
Cross-Functional Collaboration & Advocacy
Serve as a customer advocate by synthesizing customer behavior and feedback into actionable insights for Product and Engineering.
Collaborate with Support, Product Marketing, and CS to ensure a consistent, high-quality customer experience.
Communicate program performance and customer insights to internal stakeholders.

Benefits

Excellence — Competitive compensation with annual performance-based pay increases
Balance — Flexible Paid-Time-Off Policy + paid company holidays (chosen by our employees)
Parent life — Generous paid parental leave
Pets — Pet insurance plan (with no exclusions)
Health — Health, dental, and vision insurance with competitive employer cost-sharing + employer-paid life/AD&D insurance
Headquarters — Modern, fully equipped offices designed to maximize productivity in a hybrid environment
Culture — Great Place to Work Certified
Growth — Paid career development opportunities, audiobook subscriptions, and mentorship
Future — 401(k) retirement plan plus company matching
Travel — Company-paid domestic trip after your 1-year anniversary, and an international trip every 5 years