Customer Success Manager, Digital

About This Role

This role will shape and deliver one-to-many programs, build proactive engagement strategies, and drive consistent customer outcomes for a high-volume segment of SMB customers using a digital-first model. The Customer Success Manager will focus on strengthening retention, amplifying impact, and evolving towards a scalable customer success model.

Responsibilities

• Develop product and customer expertise, gaining working knowledge of the product, customer journey, and existing success strategies.
• Manage a portfolio of 3500+ SMB customers, maintaining high-level oversight and implementing improvements to systems and workflows.
• Map and baseline retention metrics, delivering a clear, documented view of current retention performance and identifying improvement opportunities.
• Build and implement automations for managing VSMB/SMB segments, including account segmentation and consistent tracking.
• Lead scaled customer programs, driving adoption and retention through one-to-many initiatives like webinars and automated lifecycle campaigns.
• Own digital onboarding for new VSMB SMB customers in North America and APAC, ensuring a smooth post-sales experience.
• Refine automation and playbooks, utilizing customer data and feedback to optimize engagement strategies and improve efficiency.

Requirements

• Deep understanding of SMB needs, behaviors, and business rhythms, with 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.
• Experience designing, managing, and optimizing automations and one-to-many engagement strategies across a globally dispersed customer base.
• Strong track record of driving long-term customer value through targeted retention initiatives and scalable success programs.
• Confident and articulate written and verbal communicator, 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 (webinars, onboarding content).
• Comfort with asynchronous communication and previous remote work experience.
• Comfort using tools like Slack, Loom, and Linear for communication.

Skills

* Required skills