Employ
Employ4d ago
New
USD 67760–84700/yr

Digital Customer Success Manager

United StatesUnited StatesRemoteFull-timemid
Customer SuccessDigital Customer Success Manager
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Quick Summary

Overview

Employ is transforming how hiring gets done. With our three ATS solutions - Jobvite, Lever, and JazzHR - plus cutting-edge AI Companions, we free recruiters from admin work and give them more time for what matters: connecting with people.

Technical Tools
salesforcecustomer-successsaas
Employ is transforming how hiring gets done. With our three ATS solutions - Jobvite, Lever, and JazzHR - plus cutting-edge AI Companions, we free recruiters from admin work and give them more time for what matters: connecting with people. More than 23,000 global customers rely on Employ to make millions of candidate connections each year, helping them hire smarter, faster, and at scale. From growing startups to the world’s most recognized brands, we’re redefining what’s possible in talent acquisition. 
 
We’re a fast-moving, remote-first team of builders and innovators who live our people-first philosophy every day. We back it up with flexible work scheduling and paid time off, comprehensive benefits, and career development opportunities that help you thrive. At Employ, you won’t just grow your career - you’ll help millions of others grow theirs.  
 
Come join our team where we have each other’s backs, champion our customers, hold ourselves accountable, and shape what’s next in talent acquisition.
 
Candidate Safety Notice
Please note, employ takes candidate safety seriously. Employ recruiters and employees communicate only via official @employinc.com email addresses. We will never request payment or personal financial information during the hiring process. If you receive suspicious outreach claiming to be from Employ, please report it to security@employinc.com.
  • Digital Customer Engagement & Adoption:
  • Manage an assigned BoB of accounts in which you are responsible for their success, regular 2/quarter account reviews and NPS and CSAT score feedback.  
  • Manage a round robin of high-volume book of JazzHR customers through digital and one-to-many channels (playbooks, templates, webinars, in-app, automated comms). 
  • Proactively engage customers flagged by health scores, churn indicators, or playbook triggers. 
  • Case & Queue Management:
  • Own resolution of higher-complexity tickets while collaborating with Support and other CSMs.
  • Contribute to queue coverage by resolving non-assigned customer tickets with speed and quality.
  • Monitor and maintain service-level expectations for response and resolution times. 
  • Customer Advocacy & Retention: 
  • Own resolution of higher-complexity tickets while collaborating with Support and other CSMs.
  • Contribute to queue coverage by resolving non-assigned customer tickets with speed and quality.
  • Monitor and maintain service-level expectations for response and resolution times. 
  • Customer Advocacy & Retention: 
  • Act as the customer’s voice internally, sharing trends, blockers, and opportunities with Product, Support, and Revenue teams.
  • Execute digital playbook strategies to mitigate churn, increase retention, and identify qualified expansion opportunities (CSQLs) for Renewals/Sales.
  • Monitor and respond to CSAT/NPS surveys, ensuring timely action per playbook guidelines. 
  • Product Knowledge & Enablement: 
  • Stay up to date on product releases, new features, and best practices.
  • Host live digital office hours, webinars, or Q&A sessions for groups of customers.
  • Support the creation and improvement of self-service help center and playbook content and automation strategies. 
  • Data-Driven Success: 
  • Leverage Gainsight, Salesforce, and analytics dashboards to track health, adoption, and engagement.
  • Use customer data to identify risk and opportunity patterns and take action via automated or playbook workflows.
  • Share reporting and insights to inform internal teams and improve customer outcomes.  
  • 2–4 years in a customer-facing SaaS role, ideally in digital / scaled success or high-volume account management.
  • Experience managing tickets in Salesforce Service Cloud or similar. 
  • Comfort working in a low-touch, high-volume model with reliance on automation and playbooks. 
  • Strong written/verbal communication skills, with the ability to engage customers effectively through digital channels. 
  • Ability to balance competing priorities, multitask effectively, and follow structured processes. 
  • Customer-centric mindset with a passion for delivering value at scale. 
  • Familiarity with Gainsight or other CS platforms preferred. 

    • Location & Eligibility

    Where is the job
    United States
    Remote within one country
    Who can apply
    US

    Listing Details

    Posted
    May 5, 2026
    First seen
    May 6, 2026
    Last seen
    May 9, 2026

    Posting Health

    Days active
    0
    Repost count
    0
    Trust Level
    80%
    Scored at
    May 6, 2026

    Signal breakdown

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    Employ
    Employ
    lever
    Employees
    750
    Founded
    2022
    Domain
    employinc.com
    Jobs
    View 4 jobs
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    EmployDigital Customer Success ManagerUSD 67760–84700
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