Digital Customer Success Manager

About the role

In this position, you will be responsible for managing a substantial customer base through effective digital outreach strategies. Your primary goal will be to guide clients through their experience with our platform, ensuring they derive real value and enhance product adoption. This role involves crafting and executing digital engagement strategies, monitoring customer success metrics, and collaborating with various internal teams to improve the overall customer experience.

Key facts

What you'll do

• Manage a diverse portfolio of approximately 500 to 600 clients, utilizing digital-first engagement techniques.
• Create and implement digital marketing campaigns, including nurturing sequences, surveys, and adoption initiatives, customized for various stages of the customer lifecycle.
• Monitor customer health metrics and usage patterns to detect potential challenges and proactively address them.
• Conduct virtual business reviews and webinars to showcase return on investment and strengthen customer relationships.
• Collaborate with Renewal Managers to assist in retention strategies for accounts that may be at risk.
• Provide insights on customer behavior and adoption trends to inform product development, content strategies, and enhancements to digital programs.
• Participate in the creation of best practices, playbooks, and automation processes for digital customer success efforts.
• Engage in continuous learning to stay updated on industry trends and best practices in digital customer success.
• Foster a culture of customer-centricity within the organization by sharing success stories and customer feedback.
• Utilize data-driven insights to refine engagement strategies and improve customer satisfaction.
• Work closely with cross-functional teams to ensure alignment in customer success initiatives and overall business goals.
• Support the onboarding process for new clients, ensuring a smooth transition and immediate value realization.

Requirements

• A minimum of 2 to 4 years of experience in customer success, account management, or similar client-facing roles within a Software as a Service (SaaS) environment.
• Proven success in enhancing customer adoption, retention, and growth through effective digital strategies.
• Strong analytical skills, with the ability to interpret customer health metrics and usage data effectively.
• Excellent communication skills, both written and verbal, with comfort in engaging customers through digital channels and live virtual interactions.
• Familiarity with customer relationship management (CRM) and customer success management tools, such as Salesforce, Gainsight, or Totango.
• Understanding of the typical stages in a SaaS customer lifecycle and the best digital engagement strategies for each phase.

Nice to have

• Experience in designing and executing digital marketing campaigns and automation for customer engagement.
• Proficiency in analyzing customer data to uncover risks and opportunities for improvement.
• Ability to articulate the value and use cases of SaaS products to drive customer adoption effectively.
• Strong organizational skills to manage multiple priorities within a large customer portfolio while maintaining focus on outcomes.
• Familiarity with customer feedback tools and methodologies to gather insights for continuous improvement.

Skills & tools

• Proficient in CRM platforms (e.g., Salesforce)
• Experienced with customer success platforms (e.g., Gainsight, Totango)
• Knowledge of digital marketing tools and analytics platforms

Practical notes

• The base salary for this position ranges from $95,200 to $112,000 USD.
• This role may qualify for additional bonus or incentive compensation, as well as equity options.
• A comprehensive benefits package is included with this position.
• Abnormal AI utilizes AI-assisted tools to aid the recruiting team in preparing for candidate interviews by analyzing resume content and role requirements to suggest relevant interview questions. However, these tools do not make hiring decisions or automatically screen candidates; all hiring decisions are made by human personnel.
• Video interviews will be conducted by Abnormal AI, and applicant identity verification may occur at various stages of the hiring process. Pre-employment checks may also be required for successful candidates.
• Abnormal AI is committed to being an equal opportunity employer.
• The review process for applications typically takes around two weeks.