Digital Customer Success Manager

About the role

The Digital CSM role is the leading edge of LeanData's vision for a next-generation Customer Success organization. AI handles routine tasks, allowing you to focus on outcomes and relationships.

Responsibilities

• Own retention outcomes across a 250–300 account digital portfolio, with AI agents as your first line of monitoring and customer engagement.
• Triage AI-surfaced risk signals and determine when human engagement is required vs. when an automated playbook is sufficient.
• Intervene on churn risk, silent accounts, and adoption drop signals before they become losses.
• Partner with Account Management on expansions.
• Automate the guidance given to customers to get them towards deep adoption of LeanData's core workflows — routing, matching, and orchestration — as the primary retention lever.
• Use AI-generated summaries and in-product benchmarks to help customers see their value without requiring a live EBR.
• Identify customers who have plateaued in adoption and design targeted re-engagement sequences.
• Monitor AI-ranked expansion signals and convert top opportunities through self-serve or light-touch engagement.
• Surface multi-threading opportunities in single-stakeholder accounts and introduce LeanData to additional personas.
• Partner with AEs on accounts showing expansion readiness above a defined ARR threshold.
• Contribute to the design and iteration of automated touchpoint sequences, playbooks, and nurture programs for the digital tier.
• Identify gaps where AI coverage is insufficient and flag for human escalation or program improvement.
• Experiment with in-product messaging, video outreach, and community-led engagement as low-cost, high-scale channels.

Requirements

• 1-3 years of Consulting, Customer Success, Account Management, or related experience in B2B SaaS.
• An analytical mindset: able to interpret health score trends, usage data, and risk signals to prioritize action.
• Comfort operating with AI tools, automation platforms, and data-driven workflows; enhance and build new agents that are needed.
• A strong understanding of RevOps, Marketing Ops, and GTM Ops, key workflows, and empathy for the challenges faced by the people running these operations.
• Strong written communication: you'll do more via email, video, and async channels than on live calls.
• Experience with running a book of business in a data-driven manner through a CS platform.

What Sets You Apart

• Demonstrated ability to manage a high-volume account book (100s of accounts) with strong retention outcomes.
• You've worked in a scaled or digital CS model before and know the difference between coverage and connection and when to apply the appropriate touch.
• You're excited about AI as a force multiplier and have used AI to build things to make yourself more efficient and or to improve the customer experience.
• You think in portfolios, not individual accounts — you make triage decisions, not just relationship decisions.
• You have a bias for building: you'll improve playbooks, flag gaps, and contribute to a model that doesn't fully exist yet.

Why Work At LeanData

• Coverage of employee insurance premiums up to 90%.
• Stock options in LeanData for all full-time employees.
• Flexible PTO.
• 401K plan.