Customer Success Manager, Digital

Overview of the RoleAs a Digital Customer Success Manager, you will manage a large portfolio of school districts through scalable, digital-first engagement.This is a high-impact role focused on executing one-to-many lifecycle programs that drive adoption, retention, and expansion across Securly products. You will operate in a structured, programmatic environment using automated journeys, engagement triggers, and cohort-based strategies to support customers at scale.You will partner closely with Customer Success Operations, Support, Implementation, and GTM teams to ensure risks are identified early, patterns are surfaced, and digital programs continuously improve.Success in this role comes from combining strong execution, systems thinking, and a deep understanding of how educators derive value from Securly products—without relying on high-touch engagement. Location: 100% Remote Reports to: Director of Customer Success Segment: High-Volume Digital Cohort (lower CARR accounts)Performance Objectives (First 12 Months)Consistently meet or exceed GRR and logo retention targets aligned with departmental goalsExecute lifecycle playbooks (onboarding, adoption, renewal readiness, seasonal readiness) that drive measurable customer outcomesDevelop strong product knowledge and understand key adoption drivers and blockers across Securly productsIdentify and qualify expansion signals from telemetry and customer behavior, routing them to Account Managers with clear contextTriage inbound customer needs efficiently using structured playbooks and escalation pathsMaintain operational excellence in Vitally and Salesforce, including accurate health scores, lifecycle tracking, and account dataAdhere to CS Ops–defined playbooks while providing structured feedback to improve journeys, triggers, and automation over timeMaintain high data quality across systems to support reporting, forecasting, and portfolio-level decision-makingWhat You’ll DoExecute digital lifecycle programs across onboarding, activation, adoption, and renewal stagesManage a high-volume portfolio using one-to-many engagement strategiesMonitor telemetry, engagement signals, and health scores to identify risks and opportunitiesTrigger and manage automated journeys and targeted outreach based on customer behaviorSupport customer inquiries using structured playbooks and escalate when appropriateCollaborate with Account Managers to route expansion opportunities with actionable contextPartner with CS Ops, Product, and GTM teams to refine digital journeys and improve program performanceMaintain accurate and structured data in Vitally and Salesforce to support execution and reportingIdentify patterns across your cohort and contribute to improvements in playbooks, segmentation, and automationWhat You’ve Likely Done BeforeExecuted digital or scaled customer success programs that drive adoption, retention, or engagement outcomes, typically developed over 1+ years in a similar role within K–12 EdTech or SaaS environmentsManaged a high-volume portfolio using one-to-many engagement strategies such as lifecycle campaigns, webinars, or targeted outreachSupported onboarding and adoption of technology products for educators or administrators, translating product value into clear, actionable guidanceExecuted digital playbooks across onboarding, activation, or renewal stages to influence product usage at scaleUsed customer data, telemetry, or health signals to identify risks or opportunities and take action using structured playbooksOperated effectively within CRM and customer success platforms (e.g., Salesforce, Vitally, Gainsight), maintaining structured, high-quality data to support execution and reportingPartnered cross-functionally with Sales, Support, Product, and GTM teams to improve customer journeys and outcomesRan or contributed to structured programs, testing variations, measuring outcomes, and iterating based on resultsIdentified patterns across customer cohorts and contributed to improving playbooks, workflows, or lifecycle programsWorked within K–12 environments or supported educators and administrators in adopting technology solutionsPerformance Milestones (First Year Expectations)First 90 DaysComplete onboarding and develop working expertise across Securly products and core digital customer workflowsAssess your assigned digital cohort using telemetry, usage data, and lifecycle segmentation to identify risks and opportunitiesExecute and optimize digital lifecycle programs aligned to key education timelinesBegin tracking engagement and adoption trends using Vitally and supporting dashboardsDrive measurable improvements in defined usage or activation metrics across your cohortProvide structured feedback to CS Ops, GTM, and Product on journey design, content effectiveness, and automation opportunities6 MonthsRoutinely identify and route qualified expansion signals to Account Managers with clear context and next stepsDemonstrate measurable adoption improvements across customer segmentsPartner with Support and Implementation to identify recurring issues and patterns across your cohortContribute to refinement of lifecycle playbooks, segmentation strategies, and automation triggers12 MonthsMeet and sustain GRR and logo retention targets aligned with departmental goalsMaintain high data quality and reporting accuracy across Salesforce and VitallyLead or contribute to initiatives that improve automation, segmentation, or customer-facing content at scaleDemonstrate consistent execution of CS Ops playbooks while documenting learnings and improving program effectiveness over timeTools & Technology You’ll UseVitally — telemetry, lifecycle automation, digital program executionSalesforce — account data, renewal tracking, signal routingDealHub — renewal configuration (where applicable)GovSpend + AI Gems — expansion research and enrichmentOutreach — targeted communicationsLearn by Securly — scaled training and enablement contentWhy Join SecurlyBuild scaled-impact programs at a GSV 150–recognized, highly innovative EdTech company serving more than 20 million studentsLead digital-first, AI-powered lifecycle programs that influence thousands of school districtsWork in a remote, high-trust culture with strong engagement and manager effectivenessPartner cross-functionally with Customer Success Operations, Product, and GTM teams to continuously improve outcomesAccess competitive benefits including unlimited PTO, paid holidays, winter shutdown, paid parental leave, comprehensive health coverage, 401(k) match, and professional development supportEqual OpportunitySecurly is an equal opportunity employer committed to creating a diverse and inclusive workplace. If you require accommodation during the hiring or onboarding process, please contact recruitment@securly.com.