Customer Success Manager - Digital

Job Title: Customer Success Manager - Digital

Location: Remote

Salary: $70,000-$100,000

Skills: Customer Success, B2B SaaS

About The Opportunity:

Join a forward-thinking company at the forefront of the software industry, empowering leading organizations to accelerate and automate revenue through advanced technology. Our client is redefining Customer Success by leveraging AI to manage routine processes, enabling you to concentrate on building relationships and delivering real outcomes. As a Digital Customer Success Manager, you will be instrumental in shaping new engagement models, focusing on value delivery, customer retention, and strategic growth in a remote, digitally-enabled environment.

Responsibilities:

• Own retention outcomes across a digital portfolio of 250–300 commercial accounts, using AI agents for monitoring and engagement.
• Triage AI-surfaced risk signals to determine the need for human intervention versus automated resolution.
• Proactively re-engage at-risk or inactive customers and address adoption drop-offs to prevent churn.
• Partner with Account Management and Sales teams to uncover and drive expansion opportunities.
• Leverage AI-driven insights and in-product benchmarks to showcase value and drive adoption without relying on live calls.
• Design targeted re-engagement sequences for customers plateauing in adoption.
• Contribute to the development and refinement of automated touchpoint sequences, playbooks, and digital nurture programs.
• Experiment with in-product messaging, video outreach, and other scalable channels to maximize customer engagement.

Must-Have Skills:

• 1-3 years’ experience in Consulting, Customer Success, Account Management, or a related function within B2B SaaS.
• Strong analytical skills to interpret health score trends, product usage data, and customer risk signals.
• Proficiency in operating AI tools, automation platforms, and data-driven workflows; ability to help build and enhance these systems.
• Solid understanding of RevOps, Marketing Ops, GTM Ops, and their key workflows.
• Excellent written communication skills, with comfort operating primarily via email, video, and asynchronous channels.
• Experience managing a book of business using a Customer Success platform in a data-driven environment.

Nice-to-Have Skills:

• Proven ability to manage a high-volume account book with strong retention outcomes.
• Experience in scaled or digital Customer Success models and knowledge of when to apply higher-touch engagement.
• Demonstrated excitement about leveraging AI for efficiency and customer experience improvement.
• Portfolio-based thinking and strong triage decision-making abilities.
• Desire and initiative to improve processes, refine playbooks, and contribute to evolving digital engagement models.
• Proficiency with Salesforce.