Customer Success Manager, Digital

About This Role

This role will shape and deliver one-to-many programs and build proactive engagement strategies to drive consistent customer outcomes across a high-volume segment, playing a critical part in strengthening retention and evolving the customer success model. The Customer Success Manager will focus entirely on a digital-first model to support VSMB and SMB customer segments globally.

Responsibilities

• Develop product and customer expertise, gaining working knowledge of the product, customer journey, and existing success strategies.
• Manage an SMB customer portfolio of 3500+ customers, maintaining high-level oversight and implementing improvements to existing systems and workflows.
• Map and baseline retention metrics, delivering a clear view of current retention performance and identifying opportunities to improve renewals at scale.
• Build and implement automations for managing VSMB/SMB segments, including segmenting accounts by lifecycle stage, engagement level, and renewal risk.
• Lead scaled customer programs, driving adoption and retention through one-to-many initiatives like webinars, group trainings, and automated lifecycle campaigns.
• Own digital onboarding for new VSMB SMB customers in North America and APAC, ensuring smooth post-sales experience and early success milestones.
• Refine automation and playbooks using customer data and feedback to optimize engagement strategies and improve efficiency and outcomes.

Requirements

• Deep understanding of the needs, behaviors, and business rhythms of very small and small-to-medium-sized businesses (SMB expertise).
• Experience managing large volumes of VSB/VSMB accounts.
• Proven ability to proactively identify risk and execute strategies to retain accounts and reduce churn (Churn management).
• Experience designing, managing, and optimizing automations and one-to-many engagement strategies (Scaled program delivery).
• Strong track record of driving long-term customer value through targeted retention initiatives and scalable success programs (Customer retention).
• Confident and articulate written and verbal communicator, capable of explaining technical concepts to a non-technical audience (Clear communicator).
• Comfort in preparing, recording, and hosting live or pre-recorded sessions for one-to-many formats (Webinar & content delivery).
• Comfort with asynchronous communication as the default.
• Previous remote work experience.
• Comfort using tools like Slack, Loom, and Linear for communication.

Skills

* Required skills