Driving customer success at scale through segmentation, personalization, experimentation and automation.

Sr. Program Manager, Digital CS&X

Twilio Segment – April 2023-Current

Responsible for creating digital campaigns that promote customer health and product adoption through scaled channels. These campaigns are essential for ensuring unified customer experiences across all segments. Utilize leadership and expertise in journey orchestration tools like Segment, Customer.io, Chameleon, and Mixpanel to improve team visibility and drive customer outcomes. Craft positive customer experience by creating alignment between Engineering, Marketing, and Customer Success through cross-functional initiatives. Iterate and optimize campaigns through persona-based segmentation, cohort analytics, and personalization strategies.

• Revamped Onboarding Email Campaign: Overhauled end-to-end onboarding email campaign for Business Tier customers, resulting in increased customer health scores and improved time-to-value.
• End-to-End Intervention Campaigns: Orchestrated comprehensive intervention campaigns leading to 258 CSM interventions with at-risk accounts, reflecting a 25% year-over-year improvement.
• UX Journey Mapping and Roadmap Planning: Lead quarterly customer journey mapping and roadmap planning sessions for the Digital CS&X team, ensuring alignment with customer needs and business objectives.
• Personalized Data-Driven Campaigns: Designed and implemented monthly workspace recap campaign, incorporating over 25 personalized data points using Liquid, enhancing customer engagement and retention.
• Analytics Platform Rollout: Defined requirements, managed rollout, and facilitated team enablement of Mixpanel analytics platform for the Digital CS&X team, enabling effective tracking of customer health scores and campaign attribution reporting to stakeholders.

Program Manager, Digital CS&X

Twilio Segment – April 2021-April 2023

Drive adoption and growth within a $300 million ARR portfolio of customers at Segment, a leading customer data platform (CDP). Skilled in developing and executing strategic onboarding, activation, and adoption initiatives through scalable channels. Proficient in creating in-app surveys and product tours to support research, enablement, and customer engagement efforts. Collaborative team player with a strong partnership mindset, adept at working closely with UX research teams to gain a deeper understanding of customer needs and behaviors.

• Manage portfolio of digital campaigns focused on driving early product adoption for Team plan customers
• Developed and executed strategies for onboarding, activation, and product adoption through scalable channels, resulting in improved customer engagement and product utilization.
• Designed and implemented in-app surveys and product tours to facilitate research, enablement, and customer events, enhancing understanding of customer preferences and behaviors to inform product marketing strategies.
• Collaborated closely with UX research teams to gather insights and deepen understanding of customer needs, informing product development and customer experience enhancements, and driving product marketing initiatives to effectively communicate product value propositions and features to target audiences.

Product Manager

PivotPoint Retail Solutions — Sept. 2019–Apr. 2021

Built trust and strong relationships with customers by actively listening to their feedback and using their insights to shape and prioritize product requirements for Switchback, a B2B data-sharing platform for independent retailers and top global brands such as Patagonia, The North Face, and Smartwool.

• Publicly demonstrate platform functionality to users and facilitate interactive feedback sessions, serving as a vocal advocate for our customers.
• Aligned roadmap initiatives with overarching business objectives, collaborating closely with Sales and Marketing leaders from top global outdoor brands to identify and prioritize data use-cases that directly address their needs and drive tangible business outcomes for independent retailers.
• Led cross-functional efforts encompassing UX/UI design, feature prioritization, and voice of customer initiatives, ensuring seamless integration of user feedback and preferences into platform development processes.
• Orchestrated API integration efforts with over 10 point-of-sale systems, ensuring seamless interoperability and enhancing data accessibility and usability for both local retailers and global brands.

Owner & Designer

masonschroder.com — Jan. 2017–Sept. 2019

Crafted standout brand identities and user-friendly websites through design, copywriting, and web development.

• Created, designed, and launched marketing websites for small business owners, providing memorable online experiences that connect with their ideal clients.
• Led the creation and execution of over 50 digital marketing campaigns (email, paid ad, and website assets) for mens lifestyle brand Stephen David Leonard to increase brand awareness, engage customers, and drive sales.
• Collaborated with ESPN analyst Matthew Barry to redesign the Roto Pass Daily website, giving it a new brand identity and user experience that reflected the ESPN brand and attracted sports betting enthusiasts.
• Developed marketing materials for SaaS company FiveStars, improving brand visibility and engagement through visually appealing campaigns that attracted and converted prospects into loyal customers.

Brand Consultant & Designer

The Wedding Standard — Apr. 2016–Sept. 2019

Guided the owner through a transformative redesign of The Wedding Standard, a community-focused advertising platform in the wedding industry, leveraging strategic messaging and design to drive significant growth.

• Crafted and refined core brand messaging to resonate with wedding professionals, ensuring alignment with the platform's vision and values, and spearheaded a comprehensive website redesign project to reflect the brand's newfound identity and drive user interaction.
• Curated and designed two editions of their bi-annual editorial print magazine, showcasing the top vendors on the Central Coast, leveraging compelling storytelling and design to elevate brand visibility and establish The Wedding Standard as a premier destination for wedding inspiration and vendor discovery.
• Tripled membership revenue within a 6-month period post-launch by orchestrating the development and implementation of an optimized web platform, enhancing user engagement and conversion rates through targeted messaging and intuitive design.

Owner & Photographer

Mason & Megan Photography — 2012–2023

Founded and cultivated a highly sought-after wedding photography brand, overseeing all facets of business operations and client service.

• Scaled annual revenue by 5X within the initial 3 years of business inception, with consistent year-over-year expansion, photographing over 250 weddings in a 10 year period.
• Designed and developed brand website, employing modern design and SEO strategy to optimize traffic growth and enhance online visibility across social media platforms, resulting in increased engagement and client inquiries.
• Optimized website conversion rate, generating over 250 qualified leads annually and positioning the brand as a premier vendor in the competitive California wedding photography market.

Top Skills

Segmentation, Journey Orchestration, Brand Positioning, Copywriting, Product Management, Analytics, UX Research, Creative Direction

• Adaptable, curious, growth-mindset
• Customer-centric problem solver
• Thrives in cross-functional environments

Tools

Segment, Amplitude, Mixpanel, Customer.io, Chameleon, Zapier, Liquid, HTML/CSS, Figma, Adobe Suite, Webflow, Wordpress, Loom, Notion, Asana

CliftonStrengths

Futurist, Relator, Intellection, Responsibility, Developer

Contact

949-683-6813

[email protected]

Linkedin: @masonschroder

📍 San Luis Obispo, CA

Education

B.A. in Graphic Design