Why Mend.io

We are redefining how modern organizations secure software from open source and custom code to AI-generated components. As the creators of the first AI Native AppSec Platform, we help global enterprises stay safe, fast, and compliant in an era of AI-driven development. Our platform combines intelligent automation, deep risk visibility, and developer-first experiences, shaping the future of application security.

We are also committed to building a collaborative, empowering workplace. If you are excited about this role but do not meet every requirement, we encourage you to apply. Your perspective could be exactly what we need!

The Digital Success Manager (DSM) is responsible for defining, building, and managing the "Digital Touch" program. This role architects the end-to-end automated customer journey for the long-tail segment, working cross-functionally to ensure these customers achieve adoption, retention, and growth without high-touch intervention.

Customer Relationship Management

Program Architecture: Define and build the "Digital Touch" customer journey, mapping out key touchpoints from onboarding to renewal to ensure a consistent, high-quality experience.

Automated Engagement: Design, implement, and manage automated outreach workflows, including adoption nudges, product tips, and renewal reminders.

Scaled Communication: Maintain proactive, value-driven communication using email campaigns, in-app messaging, and triggered notifications.

Customer Segmentation: Manage and engage the long-tail customer segment at scale with personalized yet automated touchpoints based on user persona and lifecycle stage.

Feedback Loops: Collect customer feedback through automated surveys (NPS, CSAT) to identify gaps and opportunities to improve the digital experience.

Onboarding and Continuous Education

Automated Onboarding: Develop and manage "zero-touch" onboarding journeys that help customers quickly reach initial value without manual intervention.

Content Strategy: Curate and organize digital resources (videos, knowledge base articles, self-service materials) to ensure the right content reaches the right user at the right time.

Product Enablement: Leverage in-app messaging and walkthroughs to deliver ongoing education that promotes product proficiency and feature adoption.

Monitoring Customer Health and Retention

Data-Driven Health: Track health indicators such as login frequency, feature usage, and survey scores to monitor portfolio health.

Exception-Based Outreach: Trigger 1-to-many or automated interventions when customers show signs of churn risk or stalled onboarding.

Churn Risk Identification: Use data insights to flag at-risk customers early and execute digital playbooks for recovery.

Coordination with Internal Teams

Operational Execution: Partner with the Director of Operations to implement the necessary tooling, validate data integrity, and build the technical infrastructure required for automation.

Cross-Functional Alignment: Partner with Sales, Product, and Marketing to ensure digital programs and content are aligned with company messaging and product releases.

Voice of the Customer: Provide insights from scaled interactions to influence product enhancements.

Customer Goal Measurement

Journey Tracking: Monitor onboarding completion rates, product adoption benchmarks, and response to automated messaging.

Engagement Analytics: Leverage analytics tools to measure open rates, click-throughs, and usage trends.

Identify Upsell and Cross-sell Opportunities

Digital Signals: Recognize data signals that may indicate a customer’s readiness for additional products.

Automated Promotion: Use automated workflows to surface relevant product tips, upgrades, or feature recommendations.

Renewal Strategy & Execution

Automated Renewal Management: Set up and manage digital renewal reminders and campaigns to support on-time renewals.

Process Efficiency: Identify opportunities to streamline renewal processes and reduce operational overhead through automation.

Retention Optimization: Deploy automated outreach to improve retention based on customer readiness.