The Calix platform enables Communication Service Providers (CSPs) of all sizes to transform and future-proof their businesses. Through real-time data, automation, and actionable insights delivered via Calix One — our cloud-first, AI-powered platform — CSPs can simplify operations, collapse cost, and accelerate innovation. Calix One brings together the automation of everything and the experience of one, empowering customers to deliver differentiated subscriber experiences while driving acquisition, loyalty, and revenue growth. This is the Calix mission: to enable CSPs of all sizes to simplify, innovate, and grow, strengthening both their businesses and the communities they serve.
We’re at the forefront of a once in a generational change in the broadband industry. Join us as we innovate, help our customers reach their potential, and connect underserved communities with unrivaled digital experiences.
The Digital Engagement Manager, Customer Success is an individual contributor responsible for designing and executing scalable, data-driven digital engagement programs that drive customer adoption, value realization, and long-term retention across the customer lifecycle.
This role functions similarly to a campaign manager, with a focus on post-sale customer engagement and adoption rather than net-new demand generation. The Digital Engagement Manager partners closely with Customer Success, Product Marketing, Sales, and Support to deliver targeted, timely, and personalized campaigns that improve customer outcomes and support renewal and expansion motions.
Success in this role is measured by increased customer engagement, improved adoption of key capabilities, stronger renewal readiness, and clear, measurable impact on Customer Success KPIs.
Key Responsibilities:
- Design and execute integrated digital engagement campaigns that support onboarding, adoption, product utilization, lifecycle milestones, renewal readiness, and expansion awareness.
- Own campaign strategy, planning, execution, and optimization across email, in-app, and other digital channels aligned to Customer Success priorities.
- Build and maintain scalable lifecycle programs and campaigns based on customer segments, usage signals, and success milestones.
- Partner with Customer Success, Product Marketing, Sales, and Support to align messaging, timing, and targeting across post-sale customer programs.
- Engage Marketing and Success Operations teams to execute and report on programs.
- Implement and optimize engagement flows to ensure the right customers receive the right messages at the right time.
- Leverage account-based and segment-based strategies to support high-value customers and strategic initiatives.
- Track, analyze, and report on engagement performance, adoption indicators, and lifecycle impact; continuously refine programs based on insights.
- Serve as a subject-matter expert on Customer Success digital engagement best practices, tools, and measurement.
Required Qualifications:
- 7–10+ years of experience in B2B digital engagement, lifecycle marketing, campaign management, or Customer Success marketing, preferably in SaaS or technology.
- Proven experience designing and executing multi-channel campaigns tied to customer adoption, engagement, or retention outcomes.
- Strong hands-on experience with marketing automation and CRM platforms such as Salesforce Marketing Cloud, Salesforce, and related engagement tools; experience with intent or account-based platforms (e.g., 6sense) is a plus.
- Demonstrated ability to translate Customer Success goals into scalable, measurable digital programs.
- Strong analytical skills with experience using data to inform targeting, optimize performance, and demonstrate impact.
- Excellent written and verbal communication skills; comfortable influencing cross-functional partners without direct authority.
- Highly organized, detail-oriented, and able to manage multiple campaigns and priorities in a fast-paced environment.
Preferred Qualifications:
- Experience supporting Customer Success, renewals, or post-sale lifecycle programs and campaigns.
- Familiarity with in-app engagement, product-led growth signals, or usage-based segmentation.
- Bachelor’s degree in Marketing, Business, Communications, or a related field; advanced degree a plus.
