Digital Customer Success Manager
Job Summary
Driving digital customer engagement, the full-time Digital Customer Success Program Manager will design and operate a scaled program focused on product adoption, customer health, and Gross Revenue Retention (GRR) for the Mid-Market segment, while working remotely.
Key Responsibilities
- Design and execute lifecycle programs to accelerate onboarding and feature adoption
- Develop automated interventions for at-risk customers and collaborate with CSMs on remediation efforts
- Own the digital customer journey from onboarding through renewal, leveraging AI and automation for personalized experiences
Required Qualifications
- 5-10 years in Customer Success, Customer Success Operations, Digital CS, Lifecycle Marketing, or Product Adoption roles
- Demonstrated success in improving adoption and retention in a SaaS environment
- Experience building and launching a digital Customer Success program
- Strong reasoning skills with experience in health scores, segmentation, and customer journey programs
- Familiarity with customer success platforms, CRM systems, and marketing automation tools
Complete Job Description
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