Customer Success Manager, Digital

Key Responsibilities

• Ability to manage a book of business comprising over 100 customers.
• Manage and negotiate renewal & expansion opportunities to maximize customer retention and growth.
• Utilize software tools to keep customer records up-to-date and facilitate efficient communication.
• Analyze customer data, such as satisfaction, usage, and other feedback, to identify trends and provide recommendations on improving the customer experience.
• Support development and own execution of processes, workflows, and automation that drive internal efficiencies, level up the effectiveness of our Success team, and deliver greater value to our customers.
• Implement our digital strategy to consistently achieve measurable results, which will be utilized by our customer-facing teams, and empower all CSMs to efficiently handle their customer portfolios.
• Perform day-to-day management and maintenance of digital tools and consistently promote and assist with the implementation of process improvement.
• Develop engaging content for one-to-many distribution channels to support adoption, satisfaction, and identify expansion opportunities.
• Collaborate with the Customer Success leadership & cross-functional teams to refine customer journey mapping, enhance engagement strategies, and optimize automation processes to meet renewal / upsell targets.

Requirements

• Bachelor's degree from a 4-year college or university.
• 3+ years of customer success management experience, with at least 1 year in digital or tech touch roles.
• Experience in life sciences and/or quality management strongly preferred.
• Proven ability to autonomously execute and deliver projects, adapting to new challenges to ensure results.
• Proficient in using Salesforce, MS Office, & Google Workspace.
• Familiarity with marketing, business intelligence, and other technology tools.
• Strong multitasking abilities in a fast-paced environment.
• Independent and self-motivated learner with technical orientation and the ability to quickly learn new concepts.
• Excellent written and verbal communication skills in English (additional languages a plus).
• Strong problem-solving and critical-thinking skills.
• Ability to prioritize tasks and manage time effectively.