Digital Customer Success Manager

Responsibilities

• Managing a large portfolio of accounts through digital and automated engagement models
• Monitoring account health signals and triggering the right intervention at the right time without waiting to be asked
• Building and optimizing automated email sequences, onboarding flows, and renewal campaigns
• Identifying silent or disengaged accounts early and executing low touch recovery plays
• Partnering with CS leadership to develop and refine the digital engagement playbook
• Maintaining accurate account data and health records in CRM
• Tracking program performance and reporting on engagement, adoption, and retention metrics

Experience

• 3+ years in a scaled customer engagement role
• Proficiency with CRM and marketing automation tools. HubSpot experience strongly preferred
• Strong written communication skills — your emails and sequences do the relationship work
• Familiarity with K-12 or edtech is a plus but not required
• Experience using AI tools to improve workflow, content creation, or customer segmentation is preferred
• Experience managing large account volumes through automation and digital programs, not just 1:1 outreach
• You think in segments and triggers, not individual accounts
• You build programs that scale and improve over time without adding headcount
• You treat silence as a signal and act on it before it becomes churn
• You measure everything and use the data to improve what you send next