Digital Customer Success Manager

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

📋 Description

• Oversee a portfolio of 500–600 clients utilizing digital-first engagement approaches.

• Develop and implement digital campaigns, including nurturing sequences, surveys, and adoption initiatives, tailored to lifecycle phases.

• Track customer health and usage metrics to identify potential risks and take proactive measures.

• Conduct digital Quarterly Business Reviews (QBRs), Executive Business Reviews (EBRs), and webinars to demonstrate ROI and enhance engagement.

• Collaborate with Renewal Managers on retention tactics for accounts at risk.

• Highlight insights and adoption patterns to guide the product roadmap, content creation, and digital initiatives.

• Contribute to the development of playbooks, automation frameworks, and scalable best practices for achieving digital success.

• Work closely with Sales, Renewals, Product, and Support teams.

• Assist customers throughout their lifecycle, ensuring they derive measurable value from the platform.

⛳️ Requirements

• 2–4 years of experience in Customer Success, Account Management, or SaaS customer-facing positions.

• Must be located in the Mountain (MST) or Central (CST) time zone.

• Demonstrated ability to drive adoption, retention, and growth via digital strategies.

• Strong analytical skills with a background in interpreting customer health and usage data.

• Exceptional written and verbal communication abilities for both digital and live customer interactions.

• Familiarity with CRM and customer success platforms like Salesforce, Gainsight, or Totango.

• Understanding of SaaS customer lifecycle stages and digital engagement methodologies.

• Proficient in analyzing customer data to uncover risks, opportunities, and adoption trends.

• Experienced in managing digital lifecycles and scaling engagement through campaigns or automation.

• Capable of clearly articulating SaaS product features, benefits, and use cases to promote adoption.

• Adept at managing multiple priorities across a large portfolio while remaining organized and focused on outcomes.

🏝️ Benefits

• Bonus or incentive compensation may be available.

• Equity options may be offered.

• Comprehensive benefits package provided.

• Pre-employment checks conducted in accordance with relevant legislation and company security and privacy standards.