Customer Success Manager

We are Progress (Nasdaq: PRGS) - a trusted provider of software that enables our customers to develop, deploy and manage responsible, AI powered applications and experiences with agility and ease.  We’re proud to have a diverse, global team where we value the individual and enrich our culture by considering varied perspectives because we believe people power progress. Join us as a Customer Success Manager and help us do what we do best: propelling business forward.   We’re looking for a data-savvy, user-obsessed Customer Success Manager to own and scale our behavioral-triggered email nurture strategy. You’ll be the bridge between user behavior data and smart, contextual email automation—guiding users to success, improving retention, and driving product-led growth at scale.This isn’t traditional email marketing. You’re not pitching a product—you’re helping users get more value from something they’ve already tried. Your mission is to turn behavioral signals into timely, relevant nudges that prevent churn, deepen engagement, and identify expansion opportunities. This is for our AI Product line In this role, you will: Behavioral Trigger Management

• Monitor product usage and engagement dashboards for signals of risk, opportunity, or drop-off
• Define and maintain automated triggers for different segments and lifecycle stages
• A/B test trigger logic and timing to optimize activation and retention impact
• Collaborate with Product to align triggers with feature adoption patterns

Email Campaign Performance Analysis

• Track email metrics (open, click-through, conversion, unsubscribe) by cohort and campaign
• Analyze re-engagement lift from specific triggered campaigns
• Report on campaign effectiveness weekly/monthly with clear recommendations for optimization

User Segmentation & Journey Mapping

• Segment users by onboarding progress, activity level, feature adoption, company size, etc.
• Map email touchpoints to key inflection points in the user journey
• Identify drop-off moments and tailor email interventions to retain or expand accounts

Campaign Optimization & Testing

• Write and optimize copy for nurture emails, re-engagement flows, onboarding sequences
• A/B test subject lines, timing, format, tone, and CTA structure
• Implement progressive profiling and behavioral tagging to improve personalization
• Ensure all emails are mobile-friendly and cross-platform optimized

Cross-Functional Collaboration

• Work with Sales on MQL/PQL definitions and trial conversion flows
• Align with Product Marketing on messaging, feature positioning, and launch support
• Share engagement decline alerts and account insights with Customer Success Managers
• Surface qualitative feedback from replies to Product, Success, and Engineering teams

Data Analysis & Reporting

• Build dashboards correlating email engagement with product usage
• Measure campaign impact on PLG KPIs: activation rate, TTV, retention, expansion
• Use SQL and analytics tools to explore patterns and generate recommendations
• Present findings in clear, visual formats to cross-functional stakeholders

Key Behavioral Triggers You’ll Own

• Onboarding abandonment: User signs up but doesn’t complete setup
• Feature discovery: Eligible users haven’t tried core or sticky features
• Usage decline: Active user starts showing lower logins or actions
• Trial expiration: Low-usage trials nearing expiration
• Success milestones: Trigger expansion or referral prompts at key wins
• Dormancy resurrection: Reach out to revive formerly active users
• Integration prompts: Suggest integrations based on behavior or role

Tools & Skills Required

• Hands-on with email tools like Intercom, HubSpot, Marketo, Sendgrid
• Analytics platforms: Amplitude, Mixpanel, GA, Segment
• Basic SQL to query usage data and trigger logic
• Strong copywriting chops tailored to user psychology and product context
• A/B testing experience and understanding of statistical significance CRM

Your background: 

• 5+ years in Customer Success, with a proven ability to manage relationships in complex organizations, including Fortune 500 and Global 2000 customers.
• Bachelor’s degree or equivalent work experience.
• Demonstrated experience in customer management within a software or SaaS environment, focusing on growth, adoption, retention, and issue resolution at both the business owner and senior executive levels.
• Experience with Gainsight and Salesforce.
• Strong verbal and written communication skills, including the ability to chair meetings with executive leadership.
• Demonstrated ability to engage positive relationships to collaborate across multiple company functions (Sales, Services and Product Management).
• Certifications in customer success, project management, or related fields are a plus.
• Willingness to work in the US time zone (6:30 PM – 3:30 AM IST) is required.

If this sounds like you and fits your experience and career goals, we’d be happy to chat. What we offer in return is the opportunity to experience a great company culture with wonderful colleagues to learn from and collaborate with, and also to enjoy:     Compensation    

• Competitive remuneration package 
• Employee Stock Purchase Plan Enrolment 

Vacation, Family, and Health 

• 30 days of earned leave
• An extra day off for your birthday
• Various other leaves like marriage leave, casual leave, maternity leave, and paternity leave
• Premium Group Medical Insurance for employees and five dependents, personal accident insurance coverage, and life insurance coverage
• Professional development reimbursement  
• Interest subsidy on loans - either vehicle or personal loans.