Digital Customer Success Strategist

A Little About Us

EDB provides a powerful data and AI platform that enables organizations to fully leverage Postgres for various workloads across any cloud environment. Our solutions empower enterprises to minimize risks, manage costs, and scale effectively in today's data-centric world. With over 1,500 clients globally, EDB also plays a vital role in the vibrant Postgre

SQL community, supporting government, financial services, media, and IT organizations. Our offerings aid in modernizing legacy systems while enforcing security, compliance, and high availability. For more details about us, visit our website.

We are in search of a visionary Digital Customer Success Strategist to spearhead our innovative customer success strategy. Your mission will be to enhance customer experiences across our mid‑market and high‑volume segments through automated and data‑driven initiatives, managed through our customer success platform, Totango. This position demands a combination of strategic thought and hands‑on execution while collaborating with various EDB teams to create seamless customer journeys that promote product adoption, retention, and growth.

You will design and implement a robust digital customer success strategy that significantly boosts metrics such as Net Revenue Retention (NRR), Gross Revenue Retention (GRR), product adoption rates, and customer satisfaction across hundreds to thousands of accounts. You will oversee the technology stack, align campaigns with our customer segmentation and journey mapping, and develop automated engagement programs that feel personalized at scale.

Your role also involves integrating Totango with marketing automation tools to execute multi‑channel campaigns, guiding customers through their lifecycle. You will establish playbooks, metrics, and feedback mechanisms for continuous improvement. This includes automating onboarding processes, creating in‑app notifications, email nurture campaigns, and implementing proactive measures for identifying customers who may need early intervention.

You will craft and execute broad‑reaching strategies comprising webinars, digital workshops, user communities, knowledge base resources, video tutorials, and customer enablement initiatives. These efforts will generate scalable engagement opportunities that educate customers, enhance product usage, and build a vibrant community while ensuring satisfaction and retention remain high.

Furthermore, you will define success metrics and create reporting frameworks to illustrate the tangible business impact of digital customer success initiatives. You will analyze data to spot at‑risk accounts, uncover expansion opportunities, and assess program effectiveness, leading to informed recommendations that enhance the customer journey and facilitate successful outcomes.

• 5+ years in customer success, with at least 2 years in digital customer success or scaled programs within B2B SaaS or enterprise software environments, demonstrating your ability to craft automation strategies that show measurable results.
• In‑depth experience with customer success platforms such as Gainsight or Totango, including journey orchestration, health scoring, and analytics capabilities, enabling you to tailor these tools for optimal outcomes.
• Proficiency in marketing automation platforms like Marketo or Pardot, including designing campaigns, automating emails, scoring leads, and integrating with CRM systems while working closely with Marketing, Product, Sales, and customer success teams.
• A strong analytical mindset allowing you to segment customers using behavior, demographic, and product usage data, making data‑driven decisions and effectively communicating insights to senior stakeholders. You will have a demonstrated history of achieving measurable results like enhanced NRR, decreased churn, and increased product adoption through digital initiatives.

• Experience in the enterprise software, database, or infrastructure technology sectors.
• Background working with technical buyer personas such as developers, DBAs, or architects.
• Familiarity with Postgre
  
  SQL or the…