Digital CSM

Pexapark•Capon Bridge, WV

2d•Hybrid

About The Position

The Digital CSM exists to change that. This is an execution-focused role that sits at the heart of our CS operations: owning outreach across our long tail accounts, coordinating tech-touch communications for the full customer base, and keeping our data clean and accurate in Salesforce and Vitally. It doesn’t require deep industry expertise, but it does require someone highly organized, reliable, and comfortable working independently. What You Will Do Long-tail engagement Execute scheduled outreach sequences to long-tail accounts based on agreed templates, cadences, and best-practice triggers Log all activity accurately in Vitally to support reporting and visibility across the team Flag account responses, concerns, or signals that require escalation to a senior CSM Tech-touch communications Coordinate the distribution of engagement communications, product updates, event invitations, and renewal reminders across the full customer base Manage contact lists and ensure communications reach the right stakeholders at each account Track open rates, responses, and engagement data, sharing a regular summary with the Head of CS Data hygiene and reporting Audit and update customer records in Salesforce and Vitally, including contact details, account status, and product usage flags Support the preparation of weekly and monthly reporting packs Build and maintain account coverage logs to give the team a single, reliable view of engagement across the book Operations and process Manage end-to-end logistics for CS workflows and programs as directed Contribute to the development of scalable processes and resources as the team grows What You Will Bring 3+ years of experience in a customer success, account management, or customer operations role Strong written communication skills with the ability to adapt tone across templated outreach and internal reporting Highly organized, with excellent attention to detail and a track record of following through on commitments Comfortable working independently and managing your own workload with minimal supervision Experience using a CRM or customer success platform such as Salesforce, Vitally, or HubSpot Confident working with data, tracking engagement metrics, and maintaining accurate records Experience in SaaS or B2B environments (desirable) Familiarity with renewable energy or climate tech is a plus, but not required A good sense of humor What This Role Is Not This isn’t a strategic account management role. Executive relationships, QBRs, and expansion conversations sit with our senior CSMs, and that’s intentional. This role is built for someone who gets genuine satisfaction from bringing order to complexity, working independently, and making a whole team operate better. If you need deep one-to-one customer relationships or a lot of day-to-day direction to do your best work, it probably isn’t the right fit. But if quiet, high-quality execution is something you take pride in, we think this is a genuinely interesting role.

Requirements

3+ years of experience in a customer success, account management, or customer operations role
Strong written communication skills with the ability to adapt tone across templated outreach and internal reporting
Highly organized, with excellent attention to detail and a track record of following through on commitments
Comfortable working independently and managing your own workload with minimal supervision
Experience using a CRM or customer success platform such as Salesforce, Vitally, or HubSpot
Confident working with data, tracking engagement metrics, and maintaining accurate records

Nice To Haves

Experience in SaaS or B2B environments
Familiarity with renewable energy or climate tech is a plus, but not required
A good sense of humor

Responsibilities

Execute scheduled outreach sequences to long-tail accounts based on agreed templates, cadences, and best-practice triggers
Log all activity accurately in Vitally to support reporting and visibility across the team
Flag account responses, concerns, or signals that require escalation to a senior CSM
Coordinate the distribution of engagement communications, product updates, event invitations, and renewal reminders across the full customer base
Manage contact lists and ensure communications reach the right stakeholders at each account
Track open rates, responses, and engagement data, sharing a regular summary with the Head of CS
Audit and update customer records in Salesforce and Vitally, including contact details, account status, and product usage flags
Support the preparation of weekly and monthly reporting packs
Build and maintain account coverage logs to give the team a single, reliable view of engagement across the book
Manage end-to-end logistics for CS workflows and programs as directed
Contribute to the development of scalable processes and resources as the team grows

Benefits

The opportunity to influence major decisions in the energy sector, supporting the transition to net zero
A highly flexible environment with hybrid working options
Options for equity participation in our company
Company-wide events, including PEXA parties
A scale-up culture made up of an internationally diverse team of renewable energy experts and seasoned professionals
A company bonus scheme or company incentive plan

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