Customer Success Manager - Digital

Accountabilities

• • Manage a high-volume, tech-touch customer portfolio using a scalable, one-to-many engagement model focused on adoption, retention, and customer value.

  • Segment the book of business and develop strategic plans, engagement models, and targeted cadences for different customer segments and personas.

  • Develop and implement onboarding workflows, best practices, and innovative engagement approaches based on customer use cases and platform needs.

  • Use Salesforce and other digital tools to automate account engagement activities, improve workflows, and increase operational efficiency.

  • Build and maintain customer relationships while proactively collaborating with matrixed account teams to develop sales pipeline and identify opportunities for expansion.

  • Help customers understand and effectively use the product, providing guidance and recommendations around additional products and services where appropriate.

  • Own relevant business metrics, including GRR and CSQL measures, and use performance data to manage the portfolio and identify opportunities for improvement.

  • Develop innovative approaches to increase user adoption and fill engagement gaps across customer geographies.

  • Collaborate with cross-functional teams to create a consistent customer experience and identify upstream and downstream process inefficiencies.

  • Contribute to the development of systems, programs, educational resources, and other materials designed to improve customer and program performance.

  • Lead internal discussions around forecasting, pipeline health, and portfolio performance.

  • Continuously identify opportunities to improve customer success models through experimentation, data analysis, and scalable processes.

  Requirements

  • 3+ years of professional work experience, with approximately 2–4 years of experience in customer success or a related field preferred.

  • Experience managing customers, revenue, or a commercial portfolio, with the ability to understand and learn new technologies quickly.

  • Strong analytical skills and the ability to use customer and business data to develop recommendations and make informed decisions.

  • Experience developing processes, workflows, resources, or scalable customer engagement programs.

  • Comfort working with digital tools and CRM platforms, particularly Salesforce, to manage customer engagement and automate workflows.

  • Ability to manage a large and diverse customer portfolio while maintaining a customer-focused approach.

  • Strong strategic and creative thinking, with the ability to develop new engagement models and solve problems beyond established processes.

  • Excellent communication and collaboration skills, with the ability to work effectively across account management, sales, product, and other internal teams.

  • Strong organizational skills and the ability to prioritize effectively in a fast-paced, high-growth environment.

  • A proactive, innovative mindset and willingness to experiment with new approaches to improve adoption and customer outcomes.

  Benefits

  • Target salary range of $75,000–$87,500 USD, with compensation determined by skills, experience, competencies, and location.

  • Fully remote position within the United States.

  • Approximately 10% travel may be required.

  • Medical, dental, and vision insurance for eligible employees, partners, and dependents.

  • Unlimited virtual mental health and acute medical visits.

  • Employee Assistance Program (EAP) and wellness platform subscription.

  • Flexible Time Off, including volunteer and mental health days.

  • 14 paid company-wide holidays.

  • Paid parental leave, including support for adoptive parents.

  • Employee Resource Groups supporting a diverse and inclusive workplace.

  • Health Savings Accounts (HSAs), Flexible Spending Accounts (FSAs), and commuter benefits.

  • 401(k) plan with employer matching, immediate vesting, and financial wellness resources.

  • Company-paid life and AD&D insurance, with additional coverage available for purchase.

  • Disability and accident insurance.

  • Pet insurance.

  • Company-provided work-from-home equipment, including a computer, mouse, keyboard, and other approved supplies.