Customer Onboarding: Lead kick-off calls and guide new customers through onboarding with a thoughtful, business-aligned approach.
Platform Training: Deliver customized platform training, ensuring users are confident and empowered to fully utilize Digs’ features.
Engagement & Retention: Actively monitor customer health, usage patterns, and satisfaction indicators; proactively intervene to reduce churn and increase long-term success.
Strategic Account Management: Build deep, trusted relationships by understanding business goals and aligning Digs to support them.
Product Expertise: Stay current with product updates and effectively communicate relevant changes to customers.
Feedback Loop: Channel customer feedback to product and engineering teams to drive thoughtful improvements. Familiarity with tools like Linear, Slack, Featurebase, or Metabase.
Data-Driven Insights: Analyze usage data and user feedback to identify trends, risks, and opportunities; provide insights to internal teams and customers.
CRM Management: Maintain accurate records in HubSpot

3–5 years of customer success, account management, or similar experience in a B2B SaaS environment
Experience managing accounts averaging $50k+ in ARR
Track record of driving retention, engagement, and customer satisfaction
Knowledge of the construction or residential building industry is a plus
Familiarity with CRM platforms (especially HubSpot)
Clear communicator with strong interpersonal and organizational skills
Analytical mindset: comfortable interpreting data to inform action
A “learn and be curious” mentality and excitement about early-stage environments
Thrives when given ownership and autonomy

Competitive salary and generous equity
Full health, dental, and vision with 100% premium coverage for you and your dependents
Unlimited PTO and the expectation to actively use it with a minimum of three (3) weeks
Fifteen (15) paid holidays per year
401(k)
Paid parental leave
We like to keep it fun-virtual hangouts, office vibes, and team outings all included. Hybrid gives the perfect mix of focus and connection.

Customer Success Manager

Key skills