Manager, Digital Customer Success

ActivTrak is a dynamic, VC-backed company seeking an experienced Manager, Digital Customer Success to lead their digital customer success team. The role involves developing and optimizing strategies to enhance customer experience and retention through scalable digital channels while leading a team of Customer Success Managers.

Responsibilities:

• 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)
• 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
• Familiarity with sales engagement tools like Outreach and Learning Management Systems is a plus