• Develop and execute quarterly strategies and 6-9 month roadmaps for digital customer success programs that drive product adoption, engagement, and retention for a large, scaled customer base. • Create scalable playbooks, automated workflows, and self-service resources tailored to customer segments, and influence departmental strategy through data-driven insights presented to senior leadership. • Oversee targeted digital communications and proactive outreach strategies to educate, guide, and support customers throughout their journey. • Establish processes for monitoring customer health, usage patterns, and engagement metrics to identify at-risk customers and expansion opportunities. • Empower your team to make autonomous decisions that enhance customer satisfaction, fostering a customer-first culture and ensuring customers maximize platform value. • Own forecasting accuracy for retention and growth within your team, using cohort analysis, trend analysis, and segmentation to improve renewal outcomes and identify systemic issues. • Define and track KPIs for digital customer success, continuously optimizing strategies based on data-driven insights and presenting decision-oriented recommendations to leadership. • Participate in budgeting and capacity planning, building models based on team performance and customer needs while making autonomous decisions about team objectives, processes, and resource allocation. • Act as a steward of your team's budget, considering margin and profitability in all decisions to maximize ROI. • Recruit, develop, and manage a high-performing team of Digital CSMs through regular 1:1s, performance reviews, coaching, and mentorship that reinforces ActivTrak's core values. • Partner with Product, Marketing, Sales, and other teams to ensure seamless customer experience, advocating for customer needs and influencing cross-functional strategy.