Customer Success Manager, Digital

About the role 

As a Digital Customer Success Manager (CSM), you will be responsible for managing and engaging a high-volume customer base through scalable digital success programs. You will act as a trusted advisor, helping customers realize the full value of our platform while proactively addressing risks and driving retention.

This role requires strong data-driven decision-making, customer engagement, and cross-functional collaboration. You will work closely with internal teams to interpret customer insights, optimize engagement strategies, and enhance the digital customer journey.

In this job, you will bring these skills

• 2+ years experience in a CSM capacity, with 2+ yrs. experience in an enterprise SaaS product support environment
• Customer Success & Engagement: Ability to manage a large-scale book of business through digital-first engagement strategies.
• Data & Analytics: Comfort in analyzing customer health metrics, campaign insights, and engagement data to drive proactive actions.
• Strong Communication: Exceptional written and verbal communication skills for customer interactions, presentations, and internal collaboration.
• Problem-Solving & Risk Mitigation: Ability to identify risks early, provide solutions, and escalate efficiently when needed.
• Collaboration & Stakeholder Management: Experience working cross-functionally with Sales, Renewals, Product, and Support teams to drive customer success.
• Technical Aptitude & Product Knowledge: Comfortable learning and articulating technical product features, with the ability to educate customers on best practices.
• Process & Automation Optimization: Understanding of digital touch models, automation strategies, and scalable CS initiatives.

Role Responsibilities + DeliverablesCustomer Engagement & Value Realization

• Manage a high-volume portfolio of 500–600 customers primarily through automated and digital engagement strategies.
• Deliver digital QBRs, ensuring customers understand product value and best practices for maximizing ROI.
• Monitor customer health scores and engagement trends to proactively address risks and optimize retention strategies.
• Drive product adoption by analyzing customer usage data and recommending tailored engagement strategies.
• Increase participation in webinars, training, and automated reporting programs to enhance self-service success.

Data & Insights-Driven Strategy

• Leverage analytics and customer feedback to identify trends, pain points, and opportunities for improvement.
• Partner with the Digital Program Strategy team to inform and refine digital engagement initiatives.
• Contribute to the development of scalable playbooks and automation strategies for digital success.

Cross-Functional Collaboration

• Work closely with Sales, Renewals, Support, and Product teams to ensure customer needs are met.
• Provide customer insights and recommendations to help shape product enhancements and go-to-market strategies.
• Align with internal teams on risk mitigation strategies, ensuring a proactive approach to customer retention.

Triage & Risk Mitigation

• Identify early warning signs of customer disengagement and work cross-functionally to implement intervention strategies.
• Actively monitor support cases, feature requests, and other risk factors to proactively de-escalate potential issues.

Product Knowledge & Advocacy

• Maintain a strong understanding of the product and roadmap to guide customers effectively.
• Educate customers on key features and functionality to drive self-sufficiency and long-term success.

Act as the voice of the customer, providing insights that help influence product development and roadmap decisions.

#LI-MC2