Customer Success Manager, Digital Touch

Bachelor’s degree in Business, Marketing, or related field Proven experience in Customer Success Management or account management in a SaaS environment Strong skills in customer relationship management Strong skills in contract negotiations Strong skills in retention strategies Ability to analyze customer feedback and leverage data-driven insights Proficiency in automation and process design Excellent verbal and written communication skills with a customer-centric approach Familiarity with CRM tools (Salesforce, Totango) Familiarity with digital engagement platforms Capable of developing and implementing renewal strategies for a large book of business

Define and execute strategies that drive engagement, adoption, and retention Deliver value-driven touchpoints for accounts Conduct quarterly retention risk assessments and implement mitigation strategies Monitor accounts for overages and price increase opportunities Collaborate with Marketing on targeted lead-generation campaigns Develop and implement onboarding programs Design automated processes (email campaigns, onboarding sequences) to scale engagement Partner with internal teams to identify growth opportunities