Customer Success Manager, Digital

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee an extensive portfolio of school districts through scalable, digital-first engagement strategies.

• Implement one-to-many lifecycle initiatives that promote adoption, retention, and growth across Securly products.

• Collaborate with Customer Success Operations, Support, Implementation, and GTM teams to pinpoint risks and enhance digital programs.

• Achieve or surpass GRR and logo retention objectives.

• Carry out onboarding, adoption, renewal-readiness, and seasonal-readiness lifecycle playbooks.

• Cultivate product knowledge and recognize adoption facilitators and obstacles.

• Detect and assess expansion indicators from telemetry and customer behavior, directing them to Account Managers.

• Manage incoming customer requests utilizing structured playbooks and escalation processes.

• Ensure the accuracy of health scores, lifecycle tracking, account data, reporting, and forecasting in Vitally and Salesforce.

• Observe telemetry, engagement signals, and health scores to pinpoint risks and opportunities.

• Initiate and oversee automated journeys and targeted outreach efforts.

• Work alongside Account Managers, CS Ops, Product, and GTM teams to enhance digital journeys and program effectiveness.

• Recognize cohort trends and refine playbooks, segmentation, automation, and customer-facing materials.

• Reports to the Director of Customer Success.

⛳️ Requirements

• Typically requires 1+ years of experience in a similar capacity within K–12 EdTech or SaaS sectors.

• Proven track record in executing digital or scaled customer success programs that drive adoption, retention, or engagement outcomes.

• Experience in managing a large-volume portfolio utilizing one-to-many engagement tactics such as lifecycle campaigns, webinars, or targeted outreach.

• Familiarity with supporting the onboarding and adoption of technology products for educators or administrators.

• Background in implementing digital playbooks throughout onboarding, activation, or renewal phases.

• Proficiency in leveraging customer data, telemetry, or health signals to discern risks or opportunities.

• Experience with CRM and customer success platforms including Salesforce, Vitally, or Gainsight.

• Ability to maintain structured, high-quality data for execution and reporting purposes.

• History of collaborating cross-functionally with Sales, Support, Product, and GTM teams.

• Experience in managing or contributing to structured programs, testing variations, measuring results, and iterating based on findings.

• Familiarity with K–12 environments or supporting educators and administrators in adopting technology solutions.

🏝️ Benefits

• Unlimited PTO.

• Paid holidays.

• Winter shutdown.

• Paid parental leave.

• Comprehensive health coverage.

• 401(k) match.

• Professional development support.

• Remote, high-trust culture.

• AI-powered lifecycle programs and scaled training/enablement content.