Digital Customer Success Manager

Job Summary

Digital Customer Success Manager, a full-time role responsible for designing and leading a tech touch customer program, building scalable systems, and providing direct support when necessary.

Key Responsibilities

• Design and own the tech touch customer program to deliver value without high-touch engagement
• Build and improve playbooks, automation workflows, and communication sequences in Vitally
• Monitor customer health and serve as the escalation point for at-risk customers

Required Qualifications

• 2+ years in customer success, customer operations, or lifecycle marketing in a B2B SaaS environment
• Experience with customer success platforms like Vitally, Gainsight, or ChurnZero
• Builder mindset with the ability to make decisions and iterate quickly
• Familiarity with AI tools to enhance digital customer success workflows
• Working knowledge or interest in cybersecurity, third-party risk, or compliance