Digital Customer Success Manager
New
J
JobgetherSaaS Customer Success
Based in United States, Mountain (MST) or Central (CST)Full-TimeMiddle
Salary$95,200–$112,000 USD
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Job Details
- Experience
- 2–4 years
- Required Skills
- Data AnalysisSalesforceCustomer SuccessSaaSAccount ManagementCRM
Requirements
- 2–4 years of experience in Customer Success, Account Management, or another customer-facing SaaS role.
- Demonstrated experience using digital strategies to drive customer adoption, retention, and growth at scale.
- Strong analytical skills with the ability to interpret customer health, product usage, and engagement data.
- Experience with digital lifecycle management, customer campaigns, automation, or other scalable engagement programs.
- Effective written and verbal communication skills with experience in webinars and virtual QBRs.
- Ability to explain SaaS product features, benefits, and use cases.
- Highly organized and capable of managing priorities across a large customer portfolio.
- Experience using CRM and customer success platforms such as Salesforce, Gainsight, or Totango.
- Understanding of SaaS customer lifecycle stages.
- Ability to collaborate effectively across Sales, Renewals, Product, and Support teams.
- Must reside in the Mountain (MST) or Central (CST) time zone.
Responsibilities
- Manage a portfolio of approximately 500–600 customers using scalable, digital-first customer success strategies.
- Design and execute targeted digital campaigns, including nurture programs, surveys, and adoption initiatives aligned with customer lifecycle stages.
- Monitor customer health, product usage, and engagement data to identify risks, opportunities, and adoption trends, taking proactive action where needed.
- Deliver digital QBRs, EBRs, webinars, and other virtual customer engagements that demonstrate ROI and strengthen relationships.
- Partner with Renewal Managers to develop and execute retention strategies for customers identified as being at risk.
- Analyze customer insights and adoption patterns and share recommendations that can inform product development, content strategy, and digital customer programs.
- Contribute to scalable playbooks, automation models, and best practices that improve the effectiveness of digital customer success programs.
- Collaborate closely with Sales, Renewals, Product, and Support teams to coordinate customer outcomes and resolve challenges effectively.
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