Job description

Overview

This opportunity is for a Digital Customer Success Manager based in the United States, offered through a partner company responsible for application management and hiring steps. The role focuses on advancing customer engagement, retention, and adoption by implementing scalable digital-first approaches.

Key Responsibilities

Manage a substantial portfolio of 500 to 600 customers by executing digital-first customer success programs and lifecycle engagement tactics.
Create and implement tailored digital campaigns such as customer nurture initiatives, surveys, adoption drives, and educational programs matching various lifecycle phases.
Analyze customer health indicators, engagement data, and usage trends to detect risks and opportunities and take proactive measures.
Conduct digital business reviews, hold executive sessions, webinars, and other virtual efforts to showcase customer value and foster stronger relationships.
Collaborate with Renewal teams to aid retention plans and reduce risk within customer accounts.
Assess customer feedback and adoption trends to guide improvements in products, content, and customer success strategies.
Develop and refine playbooks, automation processes, and scalable workflows to enhance digital customer engagement.
Work closely with internal teams including Sales, Product, Support, and Customer Operations to ensure successful customer outcomes.

Candidate Requirements

Between 2 to 4 years of experience in Customer Success, Account Management, SaaS, or comparable customer-oriented technology roles.
Proven track record of increasing customer adoption, retention, and growth through digital engagement methods.
Strong analytical ability to interpret customer health data, usage statistics, and performance measurements.
Excellent communication skills, both written and verbal, with confidence in delivering webinars, virtual meetings, and customer presentations.
Experience with CRM and customer success software such as Salesforce, Gainsight, Totango, or analogous tools.
Comprehensive understanding of SaaS customer lifecycle management and scalable engagement models.
Capability to effectively articulate software features, business benefits, and use cases to encourage user adoption.
Strong organizational aptitude to efficiently manage a large customer base while focusing on measurable results.
Collaborative approach with the ability to effectively coordinate across multiple internal departments.
Adaptability to thrive within a fast-paced and evolving technology-driven environment.

Compensation and Benefits

Competitive base salary ranging from 95,200 to 112,000 USD annually, influenced by experience, qualifications, skills, and location.
Eligibility for additional monetary incentives including bonuses or other reward programs.
Potential participation in equity offerings as part of overall remuneration.
Comprehensive benefits plan supporting employee health and general wellness.
Fully remote work arrangement available for candidates residing in the United States.
Opportunity to work with cutting-edge AI-enhanced technology solutions.
Inclusive, collaborative workplace culture promoting innovation, ownership, and career growth.
Chance to contribute to designing scalable and effective customer success programs within a rapidly expanding organization.

Additional Information

This role connects via an AI-driven candidate matching system that evaluates applications against core role criteria, ensuring an unbiased and efficient selection process handled by the partner company. The partner company manages all subsequent interview and assessment stages.

Data Privacy Notice: Applicants agree that their personal information will be processed to facilitate evaluation and communication with the hiring employer, in compliance with relevant data protection regulations including GDPR. Artificial intelligence tools may assist in screening and review processes, though final hiring decisions remain with human professionals.

Digital Customer Success Manager