Customer Success Manager - Digital

Accountabilities: Manage a high-volume, tech-touch customer portfolio using a scalable, one-to-many engagement model focused on adoption, retention, and customer value. Segment the book of business and develop strategic plans, engagement models, and targeted cadences for different customer segments and personas. Develop and implement onboarding workflows, best practices, and innovative engagement approaches based on customer use cases and platform needs. Use Salesforce and other digital tools to automate account engagement activities, improve workflows, and increase operational efficiency. Build and maintain customer relationships while proactively collaborating with matrixed account teams to develop sales pipeline and identify opportunities for expansion. Help customers understand and effectively use the product, providing guidance and recommendations around additional products and services where appropriate. Own relevant business metrics, including GRR and CSQL measures, and use performance data to manage the portfolio and identify opportunities for improvement. Develop innovative approaches to increase user adoption and fill engagement gaps across customer geographies. Collaborate with cross-functional teams to create a consistent customer experience and identify upstream and downstream process inefficiencies. Contribute to the development of systems, programs, educational resources, and other materials designed to improve customer and program performance. Lead internal discussions around forecasting, pipeline health, and portfolio performance. Continuously identify opportunities to improve customer success models through experimentation, data analysis, and scalable processes. Requirements 3+ years of professional work experience, with approximately 2–4 years of experience in customer success or a related field preferred. Experience managing customers, revenue, or a commercial portfolio, with the ability to understand and learn new technologies quickly. Strong analytical skills and the ability to use customer and business data to develop recommendations and make informed decisions. Experience developing processes, workflows, resources, or scalable customer engagement programs. Comfort working with digital tools and CRM platforms, particularly Salesforce, to manage customer engagement and automate workflows. Ability to manage a large and diverse customer portfolio while maintaining a customer-focused approach. Strong strategic and creative thinking, with the ability to develop new engagement models and solve problems beyond established processes. Excellent communication and collaboration skills, with the ability to work effectively across account management, sales, product, and other internal teams. Strong organizational skills and the ability to prioritize effectively in a fast-paced, high-growth environment. A proactive, innovative mindset and willingness to experiment with new approaches to improve adoption and customer outcomes. Benefits Target salary range of $75,000–$87,500 USD , with compensation determined by skills, experience, competencies, and location. Fully remote position within the United States. Approximately 10% travel may be required. Medical, dental, and vision insurance for eligible employees, partners, and dependents. Unlimited virtual mental health and acute medical visits. Employee Assistance Program (EAP) and wellness platform subscription. Flexible Time Off, including volunteer and mental health days. 14 paid company-wide holidays . Paid parental leave, including support for adoptive parents. Employee Resource Groups supporting a diverse and inclusive workplace. Health Savings Accounts (HSAs), Flexible Spending Accounts (FSAs), and commuter benefits. 401(k) plan with employer matching, immediate vesting, and financial wellness resources. Company-paid life and AD&D insurance, with additional coverage available for purchase. Disability and accident insurance. Pet insurance. Company-provided work-from-home equipment, including a computer, mouse, keyboard, and other approved supplies.