We are seeking an experienced Manager, Digital Customer Success to lead our digital customer success team focused on optimizing the scaled customer experience. In this role, you will be responsible for developing, implementing, and optimizing strategies to ensure the continued success and retention of our customers through scalable digital channels. You will lead a team of scaled CSMs, empowering them to proactively engage customers, drive product adoption, and enhance their overall experience with our platform.
What You'll Do:
- Strategy & Program Development:
- Develop and execute quarterly strategies and 6-9 month roadmaps for digital customer success programs that drive product adoption, engagement, and retention for a large, scaled customer base.
- Create scalable playbooks, automated workflows, and self-service resources tailored to customer segments, and influence departmental strategy through data-driven insights presented to senior leadership.
- Customer Engagement & Experience:
- Oversee targeted digital communications and proactive outreach strategies to educate, guide, and support customers throughout their journey.
- Establish processes for monitoring customer health, usage patterns, and engagement metrics to identify at-risk customers and expansion opportunities.
- Empower your team to make autonomous decisions that enhance customer satisfaction, fostering a customer-first culture and ensuring customers maximize platform value.
- Data Analysis & Forecasting:
- Own forecasting accuracy for retention and growth within your team, using cohort analysis, trend analysis, and segmentation to improve renewal outcomes and identify systemic issues.
- Define and track KPIs for digital customer success, continuously optimizing strategies based on data-driven insights and presenting decision-oriented recommendations to leadership.
- Financial & Resource Management:
- Participate in budgeting and capacity planning, building models based on team performance and customer needs while making autonomous decisions about team objectives, processes, and resource allocation.
- Act as a steward of your team's budget, considering margin and profitability in all decisions to maximize ROI.
- Team Leadership & Cross-functional Collaboration:
- Recruit, develop, and manage a high-performing team of Digital CSMs through regular 1:1s, performance reviews, coaching, and mentorship that reinforces ActivTrak's core values.
- Partner with Product, Marketing, Sales, and other teams to ensure seamless customer experience, advocating for customer needs and influencing cross-functional strategy.
Requirements
- 5 years experience in Customer Success, Account Management, or a related customer-facing role within a SaaS or technology company.
- 2 years experience managing a team focused on digital customer success strategies, marketing automation, or scaled customer engagement.
- Proven track record of developing and executing successful digital customer success programs that drive adoption, engagement, and retention.
- Strong understanding of customer lifecycle management and digital marketing principles, specifically for large, scaled customer bases.
- Strong proficiency with Customer Success platforms (e.g., Gainsight, ChurnZero, Catalyst), CRM software (e.g., Salesforce), and marketing automation tools (e.g., HubSpot, Marketo, Intercom).
- Familiarity with sales engagement tools like Outreach and Learning Management Systems is a plus.
- Excellent analytical skills with the ability to interpret data, identify trends, and make data-driven decisions.
- Exceptional written and verbal communication skills, with the ability to craft compelling and clear digital content.
- Highly organized, self-directed, and capable of juggling multiple priorities concurrently, and guiding a team to do the same.
- Proactive, self-starter with a strong sense of ownership and accountability.
- Ability to thrive in a fast-paced, dynamic environment.
Benefits
Work environment
- Competitive compensation and benefits
- Position is remote within US
- Minimal travel
- Limited physical demands
This is an incredible opportunity to embark on an exciting journey with a dynamic, VC-backed company. If you have a proven track record of creative thinking, a drive for learning, and a deep commitment to collaboration, we want to talk to you!
ActivTrak is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. ActivTrak does not discriminate on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, age, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws.
