Customer Success Manager, Digital

About This Role

This role will focus on shaping and delivering one-to-many programs, building proactive engagement strategies, and driving consistent customer outcomes across a high-volume SMB segment. It is designed to strengthen retention, amplify impact, and help the organization evolve toward a smarter, scalable model of customer success.

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, documented view of current retention performance and identifying opportunities to improve renewals at scale.
• Build and implement automations for managing VSMB/SMB segments, including account segmentation by lifecycle stage, engagement level, and renewal risk.
• Lead scaled customer programs by driving adoption and retention through one-to-many initiatives such as webinars, group trainings, and automated lifecycle campaigns.
• Own digital onboarding for new VSMB and SMB customers in North America and APAC, ensuring a smooth post-sales experience and early success milestones.
• Refine automation and playbooks, utilizing customer data and feedback to optimize engagement strategies and continuously 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 across a high-volume book of business (churn management).
• Experience designing, managing, and optimizing automations and one-to-many engagement strategies across a globally dispersed customer base (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 communication skills, capable of explaining technical concepts in a simple, relatable way.
• Comfort in preparing, recording, and hosting live or pre-recorded sessions for one-to-many formats, including webinars and onboarding content.
• Comfortable with asynchronous communication and previous remote work experience.
• Comfortable using tools like Slack, Loom, and Linear.

Skills

* Required skills