Digital Customer Success Manager

Employ is transforming how hiring gets done with innovative ATS solutions and AI Companions. The Digital Customer Success Manager will manage a broad book of business, utilizing automation and digital engagement strategies to enhance customer onboarding, product adoption, and overall value realization.

Responsibilities:

• 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
• Monitor and maintain service-level expectations for response and resolution times
• 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
• Stay up to date on product releases, new features, and best practices
• Host live digital office hours, webinars, or Q&A sessions for groups of customers
• Support the creation and improvement of self-service help center and playbook content and automation strategies
• Leverage Gainsight, Salesforce, and analytics dashboards to track health, adoption, and engagement
• Use customer data to identify risk and opportunity patterns and take action via automated or playbook workflows
• Share reporting and insights to inform internal teams and improve customer outcomes

Requirements:

• 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