Customer Success Manager

Job summary

The Digital Customer Success Manager (Digital CSM) is responsible for managing a portfolio of accounts with a focus on scalable engagement and servicing. The role aims to enhance customer adoption, retention, and satisfaction through centralized digital platforms.

Qualifications

• Proven ability to manage time and tasks efficiently across a high-volume portfolio.
• Strong written communication skills with an empathetic and solution-oriented approach.
• Familiarity with customer success platforms such as Intercom, Salesforce, and Success Hub.
• Openness to continual process improvement and use of digital tools.

Responsibilities

• Guide customers through a self-service onboarding process using resources from the Success Hub.
• Manage a pool of accounts, optimizing engagement without dedicated client management.
• Handle customer inquiries and support tickets via the Success Hub and email, ensuring timely resolutions.
• Provide lifecycle management support, offering insights and recommendations tailored to customer segments.
• Collaborate with internal teams to ensure smooth transitions and identify upsell/cross-sell opportunities.
• Participate in process improvement initiatives as the company shifts to a digital-first customer success model.

Skills

• Excellent written communication and empathy.
• Strong organizational and time management skills.
• Familiarity with digital customer success tools.

Education

• Relevant experience in customer success or account management preferred.

Tools

• Intercom, Salesforce, Success Hub, and other customer success platforms.