Support customer retention, adoption, and engagement across a large digital portfolio of accounts.
Leverage automation, data insights, and targeted customer interactions to ensure successful onboarding and effective platform utilization.
Deliver value-driven customer touchpoints and log interactions in CRM tools (Salesforce, Totango).
Monitor account health and usage signals, escalating issues as needed.
Support renewal readiness and contribute to retention strategies.
Assist customers through onboarding milestones for key feature adoption.
Facilitate training through webinars and digital resources.
Identify revenue opportunities and surface insights to leadership.
Follow established Customer Success playbooks and lifecycle engagement campaigns.
Collaborate with Senior CSMs on digital engagement initiatives.
Share customer feedback for product and process improvements.

Bachelor’s degree in business, Marketing, Education, or related field; healthcare or sports tech experience is a plus.
Experience in SaaS Customer Success, Business Development, Customer Support, or similar customer-facing roles, preferred.
Experience managing large customer portfolios or scaled customer engagement models.
Ability to interpret CRM insights and customer data to identify trends and recommend proactive outreach.
Strong customer communication and relationship-building skills.
Familiarity with customer success platforms (Salesforce, Totango) or willingness to learn.
Comfortable delivering training via webinars or digital tools.
Organized and able to manage multiple priorities in a fast-paced, evolving environment.
A continuous improvement mindset and interest in automation and workflow optimization.

Customer Success Manager, Digital Touch

Key skills