Customer Success Manager, Digital

Securly is an innovative EdTech company serving school districts and educators. The Digital Customer Success Manager will manage a high-volume portfolio through scalable, digital-first lifecycle programs that drive adoption, retention, and expansion. The role involves monitoring customer signals, coordinating with cross-functional teams, and continuously improving automated customer success journeys.

Responsibilities:

• Consistently meet or exceed GRR and logo retention targets aligned with departmental goals
• Execute lifecycle playbooks (onboarding, adoption, renewal readiness, seasonal readiness) that drive measurable customer outcomes
• Develop strong product knowledge and understand key adoption drivers and blockers across Securly products
• Identify and qualify expansion signals from telemetry and customer behavior, routing them to Account Managers with clear context
• Triage inbound customer needs efficiently using structured playbooks and escalation paths
• Maintain operational excellence in Vitally and Salesforce, including accurate health scores, lifecycle tracking, and account data
• Adhere to CS Ops–defined playbooks while providing structured feedback to improve journeys, triggers, and automation over time
• Maintain high data quality across systems to support reporting, forecasting, and portfolio-level decision-making
• Execute digital lifecycle programs across onboarding, activation, adoption, and renewal stages
• Manage a high-volume portfolio using one-to-many engagement strategies
• Monitor telemetry, engagement signals, and health scores to identify risks and opportunities
• Trigger and manage automated journeys and targeted outreach based on customer behavior
• Support customer inquiries using structured playbooks and escalate when appropriate
• Collaborate with Account Managers to route expansion opportunities with actionable context
• Partner with CS Ops, Product, and GTM teams to refine digital journeys and improve program performance
• Maintain accurate and structured data in Vitally and Salesforce to support execution and reporting
• Identify patterns across your cohort and contribute to improvements in playbooks, segmentation, and automation
• Complete onboarding and develop working expertise across Securly products and core digital customer workflows
• Assess your assigned digital cohort using telemetry, usage data, and lifecycle segmentation to identify risks and opportunities
• Execute and optimize digital lifecycle programs aligned to key education timelines
• Begin tracking engagement and adoption trends using Vitally and supporting dashboards
• Drive measurable improvements in defined usage or activation metrics across your cohort
• Provide structured feedback to CS Ops, GTM, and Product on journey design, content effectiveness, and automation opportunities
• Routinely identify and route qualified expansion signals to Account Managers with clear context and next steps
• Demonstrate measurable adoption improvements across customer segments
• Partner with Support and Implementation to identify recurring issues and patterns across your cohort
• Contribute to refinement of lifecycle playbooks, segmentation strategies, and automation triggers
• Meet and sustain GRR and logo retention targets aligned with departmental goals
• Maintain high data quality and reporting accuracy across Salesforce and Vitally
• Lead or contribute to initiatives that improve automation, segmentation, or customer-facing content at scale
• Demonstrate consistent execution of CS Ops playbooks while documenting learnings and improving program effectiveness over time

Requirements:

• Executed digital or scaled customer success programs that drive adoption, retention, or engagement outcomes, typically developed over 1+ years in a similar role within K–12 EdTech or SaaS environments
• Managed a high-volume portfolio using one-to-many engagement strategies such as lifecycle campaigns, webinars, or targeted outreach
• Supported onboarding and adoption of technology products for educators or administrators, translating product value into clear, actionable guidance
• Executed digital playbooks across onboarding, activation, or renewal stages to influence product usage at scale
• Used customer data, telemetry, or health signals to identify risks or opportunities and take action using structured playbooks
• Operated effectively within CRM and customer success platforms (e.g., Salesforce, Vitally, Gainsight), maintaining structured, high-quality data to support execution and reporting
• Partnered cross-functionally with Sales, Support, Product, and GTM teams to improve customer journeys and outcomes
• Ran or contributed to structured programs, testing variations, measuring outcomes, and iterating based on results
• Identified patterns across customer cohorts and contributed to improving playbooks, workflows, or lifecycle programs
• Worked within K–12 environments or supported educators and administrators in adopting technology solutions