Manager, Customer Success (Digital First/Mid-Market)

Aline is a company focused on enhancing the connection between senior care and technology. They are seeking a Manager for Customer Success to lead the strategy and execution of a digital-first model while managing a team of Customer Success Managers for lower mid-market accounts, focusing on driving adoption and improving retention.

Responsibilities:

• Own the rollout and optimization of the digital CS model
• Design scalable engagement programs (email, in-app, webinars, campaigns)
• Define tech-touch journeys by lifecycle stage (onboarding, adoption, renewal)
• Implement triggers and success cycles based on customer behavior and health
• Partner cross functionally to automate workflows and reporting
• Continuously test and optimize digital programs for impact
• Manage and coach: Digital-first CSMs, CSMs supporting lower mid-market accounts
• Set performance expectations around: Retention, Adoption, Renewal execution
• Develop team skills in: Data-driven outreach, Value-based messaging, Scaled engagement best practices
• Build career paths for CSMs transitioning between digital and high-touch roles
• Own retention and expansion performance for: Digital book of business, Lower mid-market segment
• Reduce churn through: Scaled onboarding programs, Time-to-value accelerators
• Lead save motions for at-risk digital accounts
• Identify expansion signals within the segment
• Build segmentation and coverage models
• Standardize: Success Cycles, Success plans (scaled version)
• Define engagement SLAs by segment
• Optimize handoff motions
• Partner on expansion opportunities
• Scale adoption campaigns
• Drive advocacy programs
• Aggregate feedback from digital accounts
• Influence roadmap priorities
• Improve deflection
• Monitor ticket trends impacting churn
• Own reporting on: Digital retention, Engagement metrics, Program effectiveness, Adoption trends
• Turn insights into: Program improvements, Coverage adjustments, Save strategies
• Gross retention (digital + mid-market), Net revenue retention, Adoption rate, Renewal forecast accuracy, Engagement program performance, Cost-to-serve efficiency, Team productivity

Requirements:

• 5+ years in Customer Success
• 2+ years managing CSMs
• Experience building or scaling digital CS programs
• B2B SaaS experience
• Strong operational mindset
• Comfortable managing high-volume books of business
• Experience with CS platforms and automation
• Marketing automation experience
• Lifecycle marketing background
• Experience with PLG or hybrid CS models
• Change management experience