Customer Success Manager - Digital

New

Fully remote position within the United States.Full-TimeManager

Salary75,000 - 87,500 USD per year

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Job Details

Experience: 3+ years of professional work experience, with approximately 2–4 years of experience in customer success or a related field preferred.
Required Skills: Data AnalysisSalesforceCustomer Success

Have 3+ years of professional work experience; 2–4 years of customer success or related experience is preferred.
Bring experience managing customers, revenue, or a commercial portfolio.
Be able to understand and learn new technologies quickly.
Have strong analytical skills and use customer and business data to make recommendations and informed decisions.
Have experience developing processes, workflows, resources, or scalable customer engagement programs.
Be comfortable with digital tools and CRM platforms, particularly Salesforce, including automating workflows.
Be able to manage a large and diverse customer portfolio while maintaining a customer-focused approach.
Bring strategic and creative thinking and the ability to develop engagement models and solve problems beyond established processes.
Have communication and collaboration skills to work across account management, sales, product, and other internal teams.
Have strong organizational and prioritization skills.
Be proactive and willing to experiment with approaches to improve adoption and customer outcomes.
Be available for approximately 10% travel, if required.

Manage a high-volume, tech-touch customer portfolio using a scalable, one-to-many engagement model.
Segment the book of business and develop plans, engagement models, and targeted cadences for customer segments and personas.
Develop and implement onboarding workflows, best practices, and engagement approaches based on customer use cases and platform needs.
Use Salesforce and other digital tools to automate account engagement and improve workflows and operational efficiency.
Build customer relationships and collaborate with account teams to develop sales pipeline and identify expansion opportunities.
Guide customers in using the product and recommend additional products and services where appropriate.
Own GRR and CSQL measures, using performance data to manage the portfolio and identify improvement opportunities.
Collaborate with cross-functional teams to improve customer experience, processes, systems, and educational resources.
Lead internal discussions about forecasting, pipeline health, and portfolio performance.
Experiment with data analysis and scalable processes to improve customer success models and user adoption.

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