Senior Customer Success Associate - Employee Experience Channels

As a Senior Customer Success Associate in the Employee Success team, you play a pivotal role in shaping and executing our omni-channel strategy to promote engagement, adoption, and measurable impact across the organization.

Job Responsibilities

• Develop and execute channel strategies that drive product adoption, expansion, retention, and employee engagement.
• Own the end-to-end strategy and performance of digital channels across all employee entry points.
• Ensure a cohesive, consistent omni-channel experience across platforms and touchpoints.
• Partner with Employee Success, Employee Experience Product, HR, Legal, and Technology to deliver coordinated cross-channel experiences.
• Analyze channel and campaign performance data to identify trends, gaps, and opportunities.
• Translate insights into clear, actionable recommendations to improve outcomes.
• Create and refine positioning and value proposition frameworks tailored to target audiences.
• Maintain a channel strategy framework that enables personalization aligned to employee preferences.
• Coordinate messaging and campaign execution with Marketing, Communications, and Change Management.
• Lead go-to-market initiatives (briefing, concept development, and multi-channel campaign rollout).
• Manage and keep current the communications/marketing inventory (materials, templates, assets) and strengthen performance management for ongoing optimization.

Required Qualifications, Capabilities, and Skills

• Experience in channel strategy, product marketing, or go-to-market strategy

• Demonstrated ability to lead cross-functional initiatives and influence adoption and engagement across multiple channels

• Strong analytical skills with experience in data-driven decision making and performance management

• Excellent communication, storytelling, and relationship management skills; able to communicate effectively with peers, partners, and senior leaders

• Ability to thrive in a fast-paced, matrixed environment with multiple assignments, stringent deadlines, and changing priorities

Preferred Qualifications, Capabilities, and Skills

• Team player with the ability to navigate a highly matrixed organization

• Bachelor's degree or equivalent experience in Marketing, Communications, Business

• Experience with employee or consumer marketing, and knowledge across communication channels including web, email, video, and print

• Experience with omni-channel campaign execution