Digital Customer Success Manager

Job Summary

The Digital Customer Success Manager will build and lead Black Kite's tech touch program, creating playbooks, automation, and digital journeys to ensure customers' success without high-frequency direct engagement.

About the Role

This role comes with real ownership and responsibility for scaling and improving the tech touch customer program.

Responsibilities

• Build and continuously improve playbooks, automation workflows, and communication sequences in Vitally
• Configure and refine health scores and risk signals for the tech touch segment
• Monitor the segment proactively and serve as the escalation point for at-risk customers
• Ensure automated touchpoints reflect accurate, relevant product guidance
• Surface patterns and insights from the tech touch segment to inform retention strategy and broader CS team processes
• Collaborate with the wider CS team to share best practices and drive engagement at scale
• Increase customer health scores, engagement, and retention within the tech touch segment

Requirements

• 2+ years in a customer success, customer operations, or lifecycle marketing role in a B2B SaaS environment
• Hands-on experience building or managing programs in a CS platform like Vitally, Gainsight, or ChurnZero
• Comfortable leveraging AI tools to enhance digital CS workflows
• Clear, confident communication skills
• Working knowledge or genuine interest in cybersecurity, third-party risk, or compliance

Qualifications

• Builder mindset, comfortable starting with a blank canvas and iterating quickly
• Strong judgment about when digital touchpoints are sufficient and when direct engagement is needed
• Effective communication skills, representing Black Kite well during direct engagements

Skills

• Experience with CS platforms like Vitally, Gainsight, or ChurnZero
• Comfort with AI tools for enhancing digital CS workflows
• Strong judgment and communication skills
• Interest or working knowledge in cybersecurity, third-party risk, or compliance

Benefits

Black Kite offers a total rewards program that includes performance-based bonuses, equity, flexible healthcare options, paid time off, and retirement savings programs. The annual base salary range for this position is $80,000-100,000 per year.