Sr. Manager, Digital Customer Success

About Nerdio

Nerdio adds value on top of the powerful capabilities in Azure Virtual Desktop, Windows 365, and Microsoft Intune by delivering hundreds of features that simplify management, ensure efficient operations, and lower Azure compute and storage costs by up to 80% via automation.

Leveraging Nerdio, partners can manage customers’ cloud environments through streamlined, multi-tenant, workflow-powered technology that allows them to create and grow cloud-based recurring revenues. Enterprise IT professionals can deliver and maintain a wide range of virtual Windows endpoints across hybrid workforces with ease and fine-tune end-user computing (EUC) approaches for maximum effectiveness using powerful monitoring and analytics capabilities.

We are a fast-moving, nimble company looking for individuals who are collaborative, empathetic, driven and who love to move at the speed of light. If you want to be part of the AVD transformation that Microsoft and Nerdio are leading, then we want to speak with you.

What you'll do

• Design and implement a scalable digital customer success program that engages and supports a large volume of customers efficiently.
• Develop a data-driven segmentation strategy to tailor engagement efforts based on customer needs, behaviors, and lifecycle stages.
• Leverage AI and automation (e.g., chatbots, in-app guidance, triggered email campaigns) to optimize self-service and proactive customer support.
• Utilize and help develop self-service content, including knowledge bases, webinars, and AI-powered chat solutions, to reduce support dependency.
• Partner with product and marketing teams to develop in-app messaging, email campaigns, and content that improve customer experience.
• Establish KPIs and success metrics, leveraging data insights to continuously improve digital engagement strategies.
• Conduct A/B testing on digital engagement tactics to optimize customer communication and retention efforts.
• Integrate and utilize AI-driven analytics tools to assess customer trends, feedback, and behaviors, iterating on engagement strategies accordingly.

Qualifications & experience

• 8+ years in Customer Success, Digital Engagement, or a related field within the tech industry.
• Proven experience building and scaling a digital customer success or engagement program from scratch.
• Strong understanding of customer data analytics, AI-driven insights, and automation tools (e.g., Gainsight, ChurnZero, Salesforce, HubSpot, Intercom).
• Experience with segmentation strategies and customer lifecycle management for high-volume customer bases.
• Ability to leverage AI, machine learning, and automation to drive scalable customer engagement.
• Strong analytical mindset with the ability to interpret complex data sets and make data-driven decisions.
• Excellent communication and cross-functional collaboration skills to align digital strategies with marketing, product, and sales teams.

Benefits and Incentives

• Competitive Base + Incentive Plan
• Stock Options
• Health and Welfare Plans*
• Life and Disability Plans*
• Retirement Plan*
• Unlimited Flexible Paid Time Off......including your birthday off!
• Collaborative Team Culture

* Benefits for international employees, outside the US, vary by country. 

Nerdio is committed to a diverse and inclusive workplace. Nerdio is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.