Associate Customer Success Manager

DigiCert is a global leader in intelligent trust, ensuring the security and authenticity of digital interactions. The Associate Customer Success Manager supports new customers through onboarding and activation of their platform, focusing on guiding them to successfully utilize the services offered.

Responsibilities:

• Support new customers during their onboarding journey
• Join or lead onboarding kick-off calls to understand customer goals and expectations
• Walk customers through platform features, navigation and key workflows
• Help customers understand how to use the platform for their specific needs
• Encourage early usage and engagement across customer users
• Deliver walk-through sessions
• Share training materials, guides and help resources
• Answer “how do I” questions and explain product features in simple terms
• Reinforce best practices and common use cases
• Act as a friendly, reliable point of contact during onboarding
• Co-ordinate with Validation teams to ensure required validation steps are completed
• Work with internal and external stakeholders to establish the certificate infrastructure and co-ordinate the loading of Certificate Authority (CA) to ensure customers environment is fully operational
• Work with Support or Deployment teams when technical questions arise (without owning the fix)
• Keep customer notes and onboarding progress up to date in internal systems
• Confirm when customers have completed onboarding and are ready for next steps

Requirements:

• 2+ years customer success/relationship/account management experience in the Digital Security, SaaS or Software sector
• Strong communication skills and confidence speaking with customers
• Friendly, helpful, and professional attitude
• Organized with good attention to detail
• Comfortable learning new systems and explaining it to others
• Interest in customer success, onboarding, or SaaS roles
• Experience delivering training, demos, or presentations
• Familiarity with CRM or customer success tools