Digital Customer Success Manager

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

📋 Description

• Take full ownership of the digital customer success portfolio, overseeing more than 2,000 small business accounts from start to finish.

• Ensure accountability for retention, adoption, usage, and churn within the entire portfolio.

• Lead discussions on churn and implement strategies to retain customers.

• Promote increased product usage throughout the portfolio.

• Proactively recognize account risks before they escalate into churn issues.

• Monitor account health, usage patterns, and engagement metrics to prioritize outreach efforts.

• Keep precise account records, engagement histories, and health statuses updated in Salesforce and Customer Success tools.

• Collaborate with the Digital Customer Marketing Manager to create email campaigns, in-app guidance materials, webinars, and self-service resources.

• Establish and enhance processes, content, playbooks, and workflows to facilitate scaled engagement.

• Foster product adoption and proactive customer engagement across the digital portfolio.

• Identify accounts at risk and implement retention strategies accordingly.

• Highlight opportunities for expansion and growth.

• Work in conjunction with Customer Success, Support, and Product teams.

• Collect customer feedback and insights at the portfolio level to guide product and process improvements.

⛳️ Requirements

• 4–6 years of experience in Customer Success, Digital or Scaled Customer Success, or Account Management.

• Demonstrated experience managing a digital or scaled book of business, rather than just a segment of a larger portfolio.

• Proven track record of owning and prioritizing a portfolio of up to 1,500 accounts.

• Experience leveraging data and account health indicators to prioritize outreach and drive proactive initiatives.

• Capacity to operate with a high degree of autonomy in a dynamic, remote working environment.

• Must possess the legal right to work in the United States without the need for employment-based visa sponsorship now or in the future.

• Preferred experience in Fintech, HR Tech, Payroll, Benefits, or a private-equity-backed SaaS setting.

• Familiarity with Salesforce and customer success platforms such as Gainsight or ChurnZero is preferred.

• Experience in developing or refining scaled or digital Customer Success programs is preferred.

• Background in collaborating with Marketing or Content teams to create customer-facing engagement materials is preferred.

🏝️ Benefits

• Flexible PTO with no accrual limits.

• 10 paid holidays, including Christmas Eve and New Year's Eve.

• Medical insurance through Blue Cross Blue Shield of Texas, offering PPO and HDHP options.

• HSA-eligible plan with employer contributions.

• Dental and vision insurance provided by MetLife.

• Flexible Spending Account (FSA).

• Basic Life and AD&D insurance.

• Employee Assistance Program (EAP).

• 401(k) plan with 100% employer matching up to 3% of salary, eligible after 90 days.

• Mission-driven work focused on promoting financial wellness.

• A values-driven team culture.