Customer Success Manager

Digs is an innovative startup building software that revolutionizes collaboration between builders and homeowners by leveraging artificial intelligence. They are seeking a Customer Success Manager who will drive product adoption, enhance customer satisfaction, and ensure retention by delivering consistent value throughout every stage of the customer journey.

Responsibilities:

• 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