Digital Customer Success Manager

About the role

You will act as a trusted digital advisor to Payscale's largest and most strategic SMB and Mid-Market customers through email and virtual consultations. You will translate complex compensation data into clear, actionable guidance that drives measurable business outcomes for clients. This role demands a curious mindset that thrives on learning, adapting, and occasionally operating outside comfort zones to deliver value. You will partner tightly with onboarding, support, and renewal teams to orchestrate a seamless end-to-end customer journey. By analyzing customer interactions, you will surface strategic insights that inform product improvements and shape internal decision-making. Your work will directly influence customer retention, expansion, and long-term loyalty by ensuring clients fully realize the potential of their Payscale investment. You will own the digital touchpoints of the relationship, ensuring consistency and excellence at every interaction.

Key facts

What you'll do

Orchestrate digital touchpoints for SMB and Mid-Market segments to ensure high-volume customer needs are met with precision and empathy.

Leverage Gainsight technology to orchestrate follow-up tasks, monitor health scores, and drive timely next steps across the customer lifecycle.

Respond to a high volume of inbound digital requests, guiding customers to better utilize their account and subscription features.

Act as a product and compensation specialist, translating complex data into best practices that reinforce customer loyalty and retention.

Conduct virtual engagements via email and Zoom to deliver personalized support and strategic guidance.

Collaborate cross-functionally with product, support, and renewal teams to ensure the customer receives cohesive and continuous value.

Serve as the primary voice of the customer within the Digital Success team, surfacing insights that influence product and operational decisions.

Monitor digital engagement patterns to identify friction points and opportunities for proactive outreach and education.

Contribute to the success of Payscale's largest customer base by removing barriers to adoption and deepening product utilization.

Work within a collaborative team structure that distributes customer ownership while maintaining consistent standards.

Utilize data and feedback to refine customer interactions and improve the overall digital experience over time.

Support the achievement of company goals by driving key adoption and renewal metrics within your customer segment.

Engage with customers during critical moments in their lifecycle to reinforce trust and long-term partnership.

Maintain a high standard of professionalism and responsiveness in all digital correspondence and virtual meetings.

Requirements

You bring at least several years of experience in Customer Success, Account Management, or Customer Support roles.

You demonstrate strong written communication, negotiation, and de-escalation skills through your interactions.

You possess a high degree of curiosity and a willingness to stretch, learn, develop, and (at times) be uncomfortable in new situations.

You are familiar with CRM and Customer Success systems such as Salesforce and Gainsight.

You are comfortable managing high volumes of digital requests while maintaining attention to detail.

You have the ability to translate complex data into practical recommendations for non-technical audiences.

You can work independently and collaboratively within a distributed, cross-functional team environment.

You are committed to following standardized processes while also identifying opportunities for improvement.

You can manage multiple priorities and deadlines in a fast-paced, dynamic digital environment.

You are located in the Philippines and able to work the fixed schedule required for this position.

You have access to reliable technology that supports remote work, including secure connections and authentication methods.

You align with Payscale's values of data-informed decision making and customer-first thinking.

You are able to commit to scheduled working hours from Monday through Friday.

You understand the importance of maintaining confidentiality and handling sensitive compensation data responsibly.

Nice to have

Previous experience with compensation, pay benchmarking, or HR analytics is preferred.

Familiarity with HRIS or payroll systems adds additional value in this role.

Experience supporting customers in a digital-only capacity would be advantageous.

Practical notes

This role operates on a fixed schedule, Monday through Friday from 10pm to 7am Manila time.

The position is fully remote within the specified regional constraints but requires adherence to the stated working hours.

Travel is not required for this position as all interactions are conducted digitally.

Visa sponsorship is not applicable for this role due to the location and engagement type.

Candidates must be available during the scheduled work hours and responsive to digital communication channels.

Applications will be reviewed on a rolling basis until the role is filled.

The work environment requires regular use of digital tools, video calls, and asynchronous communication.

You must have reliable access to high-speed internet that meets the minimum technical requirements.

This role is not eligible for hybrid work arrangements outside of the Manila region.

Equal Opportunity Employer Statement

Payscale embraces equal employment opportunity for all applicants and employees. It is our policy that employees will not be subjected to unlawful discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. We are dedicated to creating an inclusive workplace that reflects the diversity of our global workforce.