Digital Customer Success Manager

Accountabilities: The Digital Customer Success Manager will be responsible for managing customer relationships through data-driven engagement strategies designed to improve adoption, retention, and business outcomes. This role requires strong analytical capabilities, excellent communication skills, and the ability to create scalable customer experiences. Manage a portfolio of approximately 500–600 customers through digital-first customer success programs and lifecycle engagement strategies. Design and execute targeted digital campaigns, including customer nurtures, surveys, adoption initiatives, and educational programs aligned with customer lifecycle stages. Monitor customer health metrics, usage trends, and engagement data to identify risks, opportunities, and proactive actions. Deliver digital business reviews, executive engagement sessions, webinars, and other virtual programs to demonstrate value and strengthen relationships. Partner with Renewal teams to support retention strategies and help mitigate risks across customer accounts. Analyze customer feedback and adoption patterns to provide insights that improve products, content, and customer success initiatives. Develop and enhance playbooks, automation models, and scalable processes to improve digital customer engagement. Collaborate with internal teams including Sales, Product, Support, and Customer Operations to drive successful customer outcomes. Requirements: The ideal candidate has experience in customer success, account management, or SaaS environments, with the ability to combine relationship management, analytics, and digital engagement strategies. They should be comfortable managing multiple priorities and communicating effectively with customers across digital channels. 2–4 years of experience in Customer Success, Account Management, SaaS, or another customer-facing technology role. Proven experience driving customer adoption, retention, and growth through digital engagement strategies. Strong analytical skills with the ability to interpret customer health data, usage trends, and performance metrics. Excellent written and verbal communication skills, with confidence presenting through webinars, virtual meetings, and customer conversations. Experience using CRM and customer success platforms such as Salesforce, Gainsight, Totango, or similar tools. Strong understanding of SaaS customer lifecycle management and scalable engagement methodologies. Ability to explain software capabilities, business value, and use cases to encourage customer adoption. Strong organizational skills with the ability to manage a large customer portfolio while maintaining focus on measurable outcomes. Collaborative mindset with the ability to partner effectively across multiple internal teams. Adaptability and comfort working in a fast-paced, evolving technology environment. Benefits: Competitive base salary range of $95,200 – $112,000 USD , depending on experience, qualifications, skills, and location. Eligibility for additional compensation opportunities, including bonus or incentive compensation. Potential equity participation as part of the overall compensation package. Comprehensive benefits package designed to support employee health and well-being. Fully remote work opportunity within the United States. Opportunity to work with innovative AI-powered technology solutions. Collaborative and inclusive workplace culture focused on creativity, ownership, and professional growth. The chance to help build scalable customer success programs within a rapidly growing organization.