• 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. • 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. • 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. • 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. • 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.