Manage an assigned BoB of accounts in which you are responsible for their success, regular 2/quarter account reviews and NPS and CSAT score feedback.
Manage a round robin of high-volume book of JazzHR customers through digital and one-to-many channels (playbooks, templates, webinars, in-app, automated comms).
Proactively engage customers flagged by health scores, churn indicators, or playbook triggers.
Own resolution of higher-complexity tickets while collaborating with Support and other CSMs.
Contribute to queue coverage by resolving non-assigned customer tickets with speed and quality.
Act as the customer’s voice internally, sharing trends, blockers, and opportunities with Product, Support, and Revenue teams.
Execute digital playbook strategies to mitigate churn, increase retention, and identify qualified expansion opportunities (CSQLs) for Renewals/Sales.
Monitor and respond to CSAT/NPS surveys, ensuring timely action per playbook guidelines.

2–4 years in a customer-facing SaaS role, ideally in digital / scaled success or high-volume account management.
Experience managing tickets in Salesforce Service Cloud or similar.
Comfort working in a low-touch, high-volume model with reliance on automation and playbooks.
Strong written/verbal communication skills, with the ability to engage customers effectively through digital channels.
Ability to balance competing priorities, multitask effectively, and follow structured processes.
Customer-centric mindset with a passion for delivering value at scale.
Familiarity with Gainsight or other CS platforms preferred.

Unlimited PTO: Trust-based time off so you can recharge and bring your best self to work.
Comprehensive benefits: Medical, dental, and vision coverage to support you and your family’s health and well-being.
Learning & development programs: Access to training, mentorship, and development resources to grow your skills — from HR operations to total rewards strategy.

Digital Customer Success Manager

Key skills