Digital Customer Success Manager

Role Overview

• Support the onboarding experience for new customers, ensuring a smooth transition and early adoption of the platform.
• Conduct customer meetings to align on goals, review progress, and resolve challenges.
• Deliver 1:1 and group training sessions to drive product understanding and confidence.
• Design and implement scalable customer engagement strategies, including automated onboarding, in-app messaging, and knowledge and training resources.
• Identify customer trends and proactively reach out to accounts showing signs of disengagement or risk.
• Track and report on key customer success metrics such as health, product usage, NPS, and retention.
• Maintain an up-to-date library of customer-facing assets, including onboarding guides, help articles, and recorded webinars.
• Host recurring webinars, office hours, and other one-to-many events to support customer learning and success.
• Collaborate cross-functionally with Product, Support, and Sales to advocate for customer needs and deliver feedback.
• Leverage Salesforce, ChurnZero, and other CS tools to monitor health scores, automate engagement, and drive insights across the customer journey.
• Document and continuously refine playbooks for onboarding, success planning, and scaled outreach programs.
• Collaborate with internal teams, including Product, IT, and Support to resolve technical issues and ensure timely follow-up on bugs or feature requests.
• Assist with troubleshooting product-related or technical issues, acting as a liaison between the customer and internal teams.
• Lead resolution of customer escalations, serving as an escalation point beyond frontline support.
• Partner with the Contracts Manager, Accounting, and Sales to support renewal activities and ensure seamless commercial processes.
• Segment customer base to tailor outreach strategies based on size, lifecycle stage, or engagement level.
• Identify referenceable customers, drive case study participation, and support upsell/cross-sell motions where appropriate.
• Maintain a high standard of security awareness, ensuring data protection, compliance with company policies, and adherence to industry standards in all aspects of work

Requirements

• Customer-focused mindset with a passion for delivering an exceptional experience
• Strong communication and facilitation skills across both 1:1 and group formats
• Excellent written and verbal communication skills
• Willingness to learn, adapt, and grow within a fast-paced and evolving role
• Data-driven mindset with an eye for process improvement and automation.
• 1+ years in a Customer Success, Onboarding, or Training role, ideally within a B2B SaaS environment.
• Bonus: Proven experience managing a book of business using high-touch and scalable strategies.
• Bonus: Experience with CS tools (e.g., ChurnZero, Gainsight), CRM systems (Salesforce), and communication tools (Zoom, Slack, Loom)

Benefits

• Work remotely within a flexible work environment (our team spans the US and Canada)
• Competitive company-paid benefits plan starting day 1!
• Generous professional development budget
• RRSP/ 401k matching program
• Half-day Fridays in the summer