Digital Customer Success Manager

Accountabilities: Customer Health Monitoring: Monitor the health of the digital customer portfolio daily, identifying declining Health Scores, inactivity, risk alerts, and other indicators requiring intervention. Product Usage Analytics: Track product usage events through analytics platforms such as Mixpanel, including logins, feature adoption, AI usage, and key workflows. Translate behavioral data into actionable engagement triggers. Dashboards and Reporting: Maintain dashboards and alerts covering customer health, adoption, risk, and renewal pipelines. Ensure CRM and customer portfolio data remain accurate and reliable to support effective automation and reporting. Digital Customer Journey Management: Operate and optimize scalable customer engagement journeys through automated emails, in-app messages, webinars, office hours, and help-center content. Automated Engagement Plays: Execute event-driven engagement strategies for situations such as low product adoption, inactive sponsors, or upcoming renewals. Manage the execution of each play and ensure customers receive relevant, timely support. Cross-Segment Coordination: Manage calls to action for the hybrid customer segment, directing each engagement to the appropriate team or contact. AI-Powered Customer Success Operations: Supervise the work of AI-powered Customer Success agents, monitor their outputs, escalate exceptions, and recommend improvements. Testing and Optimization: Run A/B tests on customer communications and engagement sequences, measure their effectiveness, and continuously refine the digital journey based on performance data. Targeted Human Engagement: Serve as the direct human point of contact when customer triggers require personalized attention, including risk conversations, adoption sessions, and renewal discussions. Retention and Expansion: Identify potential expansion opportunities and share qualified leads with the Renewals team. Escalate customer issues to Support, Product, or Enterprise Customer Success Managers when appropriate. Customer Insights and Collaboration: Share customer feedback, product usage trends, and actionable insights with Product teams and Customer Success leadership to improve the overall customer experience. Requirements: Experience in B2B SaaS Customer Success, including at least one year in Digital Customer Success, Scaled Customer Success, Customer Success Operations, or a pooled/long-tail customer management model. Practical experience monitoring customer Health Scores and taking action based on product usage data and engagement signals. Familiarity with product analytics platforms such as Mixpanel, Amplitude, or similar tools. Experience using CRM or Customer Success platforms such as HubSpot, Gainsight, Totango, ChurnZero, or equivalent solutions. Hands-on experience creating or managing automated customer journeys, including email sequences, in-app messaging, event-based triggers, and workflow automation. Strong data analysis skills, including advanced spreadsheet capabilities, dashboard creation, trend identification, and the ability to translate insights into practical actions. Experience managing large customer portfolios, ideally 100 or more accounts, using prioritization, automation, and scalable engagement strategies. Advanced proficiency in both English and Spanish. Excellent written communication skills, with the ability to create clear, engaging messages for one-to-many customer interactions. Strong organizational skills, analytical thinking, and the ability to balance operational monitoring with proactive customer engagement. Benefits: Meal allowance through a Swile benefits card. Home office allowance through a Swile benefits card. Health insurance. Life insurance. Spanish language classes. Partnership with EnglishPass for English language learning. Birthday leave. Additional birthday leave for your children. Fully remote work arrangement. Full-time employment opportunity.