Digital Customer Success Manager

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

📋 Description

• Take ownership of and implement TryHackMe's digital customer journey, from onboarding automation to renewal processes.

• Oversee and prioritize a portfolio of over 115 digital customer accounts, valued at approximately £1M in Total Contract Value (TCV).

• Categorize accounts as candidates for automation, true self-service migrations, digital retention accounts, or accounts to be released at renewal time.

• Identify signals for expansion and upselling, and communicate these to the Enterprise Customer Success Manager (CSM) and Account Management teams.

• Track account health by analyzing usage data, seat activation, engagement metrics, and other behavioral indicators.

• Develop and refine scalable B2B digital onboarding journeys and 30–90 day onboarding paths.

• Establish key moments of realization, health scoring, trigger logic, intervention protocols, and exception pathways.

• Create and enhance lifecycle journeys, playbooks, automated tasks, adoption nudges, churn-prevention triggers, and renewal automation processes.

• Design and implement automated email sequences for renewals at 3, 2, and 1-month intervals.

• Construct models for renewal health and prediction, while maintaining visibility into renewal forecasting and associated risks.

• Lead the operational launch, content management, governance, and ongoing utilization of the customer hub/success portal.

• Curate and manage onboarding guides, product updates, webinars, case studies, FAQs, and customer resources.

• Collaborate with Marketing to co-own lifecycle communications, webinars, feature highlights, and educational events for customers.

• Advocate for digital and self-service customers alongside the Product team; identify friction points in onboarding and product discovery.

• Manage incoming support tickets from digital accounts and oversee escalation procedures.

• Ensure cleanliness in HubSpot, including tagging, pipeline routing, renewal classifications, and handover documentation.

• Develop CRM journey integrations utilizing Customer.io, Trig, Intercom, and HubSpot.

• Analyze dashboards for health, adoption rates, churn risk, and renewal performance using tools such as Hex, Amplitude, and usage data.

• Document and refine playbooks to standardize customer success processes.

• Achieve six-month Objectives and Key Results (OKRs) that include a live digital journey, customer hub implementation, CRM integration, stabilized Gross Revenue Retention (GRR), and operational renewal automation.

⛳️ Requirements

• A minimum of 3 years of experience in Customer Success, CS Operations, Lifecycle, or Digital CS roles within a B2B SaaS environment.

• Familiarity with digital/scaled Customer Success, lifecycle marketing, or customer marketing practices.

• Demonstrated experience in personally constructing automated onboarding, adoption, and renewal journeys.

• Background in managing high-volume, low-Annual Recurring Revenue (ARR) portfolios through systems rather than personal relationships.

• Significant experience with CRM and lifecycle tools such as HubSpot, Customer.io, ChurnZero, or equivalent platforms.

• High degree of data literacy; capable of analyzing behavioral signals, establishing activation thresholds, developing intervention logic, and leveraging metrics for decision-making.

• Proven ability to build processes and systems rather than solely managing relationships.

• Experience collaborating across functions with Marketing and Product teams.

• Ability to work independently in ambiguous situations and quickly adapt to new environments.

• Nice-to-have: experience with in-app engagement tools like Intercom.

• Nice-to-have: a background in cybersecurity or technical SaaS.

• Nice-to-have: experience in defining and validating product activation metrics or identifying “aha moments.”

🏝️ Benefits

• Possibility of extension or conversion to a permanent position after the initial 6-month period.

• Fully remote work opportunity.

• Chance to influence the scaling of TryHackMe's digital customer experience.

• Collaborate with cross-functional teams across Product, Marketing, RevOps, and GTM Data.

• Potential for ongoing full-time employment if the digital strategy proves successful.