Senior Digital Customer Success Manager

Job Summary

Owning the strategy and execution of a digital-first customer success motion, the full-time Senior Digital Customer Success Program Manager will design and improve engagement models while managing a portfolio of digital accounts remotely.

Key responsibilities

• Design and iterate the digital customer success engagement model, including lifecycle stages and automation sequences
• Manage a defined set of digital accounts, ensuring successful renewals, adoption, and expansion outcomes
• Collaborate cross-functionally to maintain program health reporting and align content with customer needs and product changes

Required qualifications

• 4-7 years of customer success experience, preferably with digital or tech-touch models
• Experience with marketing/sales automation tools such as Outreach or HubSpot
• Proficient in utilizing data metrics to inform program decisions
• Strong interest in AI tools, including Claude and ChatGPT
• Experience in a Software as a Service (SaaS) environment