Customer Success Manager - Digital

United StatesRemoteFull-timemid

Customer Success ManagerCustomer

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Quick Summary

Overview

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager - Digital based in the United States.

Technical Tools

Customer Success ManagerCustomer

This role is focused on managing and growing a high-volume portfolio of customers through scalable, technology-enabled engagement.
You will use digital tools, data, and creative customer success strategies to drive adoption, retention, and expansion across diverse customer segments.
The position combines relationship management with process design, analytics, automation, and revenue ownership.
You will build targeted engagement programs and onboarding workflows tailored to different customer needs and personas.
Working cross-functionally, you will help create a seamless customer experience while identifying opportunities to improve processes and outcomes.
This is an opportunity to make a measurable impact in a fast-paced, high-growth environment where experimentation and innovation are encouraged.

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

~1 min read

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.