Digital Engagement Toolset & Methodology Lead

As the Digital Engagement Toolset & Methodology Lead, you will spearhead the architecture, standardization, and strategic roadmap for digital engagement across our core business functions. Currently, our customer success and lifecycle workflows operate within fragmented ecosystems; your mission is to eliminate this variability. You will establish a unified, industry-aligned digital engagement methodology and toolset to deliver predictable, measurable, and scalable customer experiences across the OS and CS Installed Base. This is a highly cross-functional, strategic role designed for a systems-thinking leader who excels at bridging the gap between business strategy, customer success application architectures, and operational automation. You will partner with business stakeholders and key technology platform leads to drive cross-team alignment, unlock automation capabilities, and foster long-term customer value, adoption, and demand generation.  

Core Responsibilities 

Architecture, Requirements & Roadmap Management 

• Standardize Requirements: Define, document, and maintain cross-business digital engagement requirements to standardize workflows across the global enterprise.  

• Own the Digital Roadmap: Consolidate, prioritize, and manage the master digital engagement roadmap. Ensure technical capabilities scale efficiently and align strictly with core business outcomes.  

• Platform Alignment: Evaluate tool capabilities against business needs, translating complex lifecycle strategies into scalable technical requirements.  

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Cross-Functional Partnership & Ecosystem Alignment 

• Strategic Collaboration: Partner with IT, CRM, and primary tool leads (e.g., CS Cloud, Renewtrak) to deliver high-quality, automated, and timely releases.  

• Stakeholder Management: Coordinate across business units—including Customer Success, OS, and Networking teams—to ensure digital strategies cleanly support unified team charters.  

• Sales & Partner Synergy: Collaborate with account executives, partner managers, and the broader sales organization to optimize digital touchpoints influencing customer expansion and contract renewals.  

Governance, Methodology & Enablement 

• Establish Governance: Build out a robust decision-making framework and a shared taxonomy/language for how digital marketing and engagement tools are utilized across the business.  

• Author Methodology Artifacts: Create the underlying playbooks, templates, journey maps, and operational guides that define the organization's forward-looking digital engagement methodology.  

• Drive Scaling and Adoption: Develop the necessary support resources, training recommendations, and feedback loops to ensure internal teams successfully adopt the standardized toolsets and frameworks.  

Required Experience 

• First Level University Degree or equivalent combination of education & experience. 

• Minimum 4 years’ experience in project management, customer success, digital strategy, or enterprise platform management. 

• Certified Customer Success Management (CCSM) preferred. 

• Proven experience managing, designing, or implementing digital engagement strategies and frameworks  

• Strong background in mapping complex operational roles, defining business processes, or structuring job methodologies to fit corporate scalability goals. 

• Ability to work alongside engineering and IT teams managing customer success applications, CRM platforms, customer data platforms (CDPs), or automated renewal engines (e.g., Renewtrak).  

• PMP, Agile, or Prosci certifications are a strong plus. 

Key Skills & Attributes 

• Strategic Alignment: Ability to take fragmented, multi-team requirements and synthesize them into a single, cohesive mission and structured technical roadmap.  

• Proven leadership in project management and execution of large-scale customer success, digital strategy, or platform enablement programs. 

• Deep knowledge of customer success framework and its application in enterprise environments. 

• Expertise in change management, stakeholder engagement, and strategic communication. 

• Strong analytical and technical acumen, with experience in CS or digital engagement platforms. 

• Ability to influence cross-functional teams and external partners to drive innovation and adoption.