Manager, Digital Customer Success

Role Overview

• Develop and execute quarterly strategies and 6-9 month roadmaps for digital customer success programs that drive product adoption, engagement, and retention for a large, scaled customer base.
• Create scalable playbooks, automated workflows, and self-service resources tailored to customer segments, and influence departmental strategy through data-driven insights presented to senior leadership.
• Oversee targeted digital communications and proactive outreach strategies to educate, guide, and support customers throughout their journey.
• Establish processes for monitoring customer health, usage patterns, and engagement metrics to identify at-risk customers and expansion opportunities.
• Empower your team to make autonomous decisions that enhance customer satisfaction, fostering a customer-first culture and ensuring customers maximize platform value.
• Own forecasting accuracy for retention and growth within your team, using cohort analysis, trend analysis, and segmentation to improve renewal outcomes and identify systemic issues.
• Define and track KPIs for digital customer success, continuously optimizing strategies based on data-driven insights and presenting decision-oriented recommendations to leadership.
• Participate in budgeting and capacity planning, building models based on team performance and customer needs while making autonomous decisions about team objectives, processes, and resource allocation.
• Act as a steward of your team's budget, considering margin and profitability in all decisions to maximize ROI.
• Recruit, develop, and manage a high-performing team of Digital CSMs through regular 1:1s, performance reviews, coaching, and mentorship that reinforces ActivTrak's core values.
• Partner with Product, Marketing, Sales, and other teams to ensure seamless customer experience, advocating for customer needs and influencing cross-functional strategy.

Requirements

• 5 years experience in Customer Success, Account Management, or a related customer-facing role within a SaaS or technology company.
• 2 years experience managing a team focused on digital customer success strategies, marketing automation, or scaled customer engagement.
• Proven track record of developing and executing successful digital customer success programs that drive adoption, engagement, and retention.
• Strong understanding of customer lifecycle management and digital marketing principles, specifically for large, scaled customer bases.
• Strong proficiency with Customer Success platforms (e.g., Gainsight, ChurnZero, Catalyst), CRM software (e.g., Salesforce), and marketing automation tools (e.g., HubSpot, Marketo, Intercom).
• Familiarity with sales engagement tools like Outreach and Learning Management Systems is a plus.
• Excellent analytical skills with the ability to interpret data, identify trends, and make data-driven decisions.
• Exceptional written and verbal communication skills, with the ability to craft compelling and clear digital content.
• Highly organized, self-directed, and capable of juggling multiple priorities concurrently, and guiding a team to do the same.
• Proactive, self-starter with a strong sense of ownership and accountability.
• Ability to thrive in a fast-paced, dynamic environment.

Benefits

• Work environment
• Competitive compensation and benefits
• Position is remote within US
• Minimal travel
• Limited physical demands