Digital Client Success Manager

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

📋 Description

• Oversee post-implementation client relationships for a high-volume, pooled portfolio of business.

• Supervise and manage outreach efforts, check-ins, training sessions, escalations, and strategic business reviews.

• Implement mid-contract value realization touchpoints through tailored and scaled lifecycle-triggered outreach.

• Document and disseminate client success stories, outcomes, and feedback.

• Customize outreach and engagement strategies based on client segments, product varieties, and account health metrics.

• Connect clients with pertinent self-service resources and success narratives.

• Analyze engagement, usage, and support data using ChurnZero, Salesforce, Zendesk, and other internal tools.

• Monitor account health, identify risks, document obstacles and remediation actions, and manage re-engagement tactics.

• Address inbound support requests and initiate outbound outreach driven by lifecycle triggers or health indicators.

• Keep an eye on at-risk accounts and initiate follow-up or escalation procedures.

• Take charge of renewal readiness, including planning cycles of 6–12 months and aligning contract strategies.

• Oversee renewal opportunities, which include contract review, quoting, negotiation, and closure.

• Collaborate with the Sales team on renewal opportunities that have upsell/cross-sell potential.

• Monitor key performance indicators such as renewal rates, NRR, GRR, outreach activity, account recovery, response quality, and the completeness of Salesforce/Totango data.

⛳️ Requirements

• Minimum of 3 years of experience in client success, account management, or client strategy roles, ideally in a SaaS or technology-focused environment.

• Demonstrated capability to manage strategic accounts and high-volume, pooled portfolios utilizing scalable approaches.

• Extensive knowledge of the client lifecycle, encompassing proactive adoption planning, risk management, and stakeholder retention.

• Excellent communication, negotiation, and value-driven storytelling abilities.

• Familiarity with CRM or client success platforms like Salesforce, Totango, and Zendesk.

• Proficient in using data to evaluate client needs, pinpoint engagement opportunities, and juggle multiple priorities.

• Experience with automation or scaled communication platforms is a significant advantage.

• A Bachelor's degree is required.

• Permanent residency in the United States; current and ongoing U.S. residency is necessary to secure and maintain employment.

🏝️ Benefits

• Competitive benefits package.

• Opportunities for professional development.

• A collaborative culture grounded in partnership and purpose.

• Fully remote work arrangement.

• Equal employment opportunity and reasonable accommodations for individuals with disabilities or special needs.