Customer Success Manager
About The Position
Customer Success Manager Location: Hybrid / Vancouver, WA (HQ): 3-4 days/week in-person Reports to: Chief Product Officer Job Type: Full-Time, Exempt About Digs: Digs is an innovative startup building software that revolutionizes collaboration between builders and homeowners by leveraging artificial intelligence. We make organizing and sharing information intuitive, ultimately enhancing the customer experience. Our small, dynamic team includes experienced entrepreneurs, leaders, and makers who are passionate about pushing boundaries and delivering world-class products. Want to know what drives us? Explore our Digs Principles. Position Overview: We’re seeking a Customer Success Manager (CSM) who will serve as a trusted partner to our customers from onboarding through renewal. This role focuses on driving product adoption, enhancing customer satisfaction, and ensuring retention by delivering consistent value throughout every stage of the customer journey. You’ll be the go-to expert on how to maximize success with Digs, forging meaningful relationships while creating a frictionless experience for every user.
Requirements
- 3–5 years of customer success, account management, or similar experience in a B2B SaaS environment
- Experience managing accounts averaging $50k+ in ARR
- Track record of driving retention, engagement, and customer satisfaction
- Familiarity with CRM platforms (especially HubSpot)
- Clear communicator with strong interpersonal and organizational skills
- Analytical mindset: comfortable interpreting data to inform action
- A “learn and be curious” mentality and excitement about early-stage environments
- Thrives when given ownership and autonomy
Nice To Haves
- Knowledge of the construction or residential building industry is a plus
Responsibilities
- Customer Onboarding: Lead kick-off calls and guide new customers through onboarding with a thoughtful, business-aligned approach.
- Platform Training: Deliver customized platform training, ensuring users are confident and empowered to fully utilize Digs’ features.
- Engagement & Retention: Actively monitor customer health, usage patterns, and satisfaction indicators; proactively intervene to reduce churn and increase long-term success.
- Strategic Account Management: Build deep, trusted relationships by understanding business goals and aligning Digs to support them.
- Product Expertise: Stay current with product updates and effectively communicate relevant changes to customers.
- Feedback Loop: Channel customer feedback to product and engineering teams to drive thoughtful improvements. Familiarity with tools like Linear, Slack, Featurebase, or Metabase.
- Data-Driven Insights: Analyze usage data and user feedback to identify trends, risks, and opportunities; provide insights to internal teams and customers.
- CRM Management: Maintain accurate records in HubSpot
Benefits
- Competitive salary and generous equity
- Full health, dental, and vision with 100% premium coverage for you and your dependents
- Unlimited PTO and the expectation to actively use it with a minimum of three (3) weeks
- Fifteen (15) paid holidays per year
- 401(k)
- Paid parental leave
- virtual hangouts, office vibes, and team outings all included.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
