Digital Customer Success Lead

Axomic • New York, NY

12h • $100,000 - $125,000

About The Position

OpenAsset is hiring a Digital Customer Success Lead to help a pooled portfolio of approximately 300 clients, representing roughly $5 million in annual recurring revenue, get more value from their investment. The role combines practical product guidance with one-to-many program design to provide timely assistance, build confidence with OpenAsset Source, and support customers at scale beyond a traditional one-to-one coverage model. This foundational role will establish proactive engagement cadences, develop self-service resources from recurring customer questions, and use customer health, product usage, automation, and AI to make outreach more relevant. The work will support AEC firms in getting lasting value from project information and digital assets while encouraging broader adoption of the OpenAsset platform, including Shred.

The Digital Customer Success Lead will collaborate with Customer Success leadership, Account Managers, CSMs, Product, Marketing, Operations, Sales Engineers, and technical teams. The position is suited to someone who enjoys solving client problems while building scalable programs, workflows, and measurement practices.

The position is open to candidates based in New York City or remotely in the United States. Local NYC and London-based employees follow an in-office policy of two days per week. This is a full-time role. The position is not eligible for visa sponsorship.

Requirements

• 3–5 years of relevant customer success experience.
• Demonstrated experience managing a high-volume portfolio of 150–200 or more accounts in a B2B SaaS environment while maintaining effective prioritization and customer responsiveness.
• Hands-on experience building and running a scaled or digital customer success program for a large SaaS portfolio, including one-to-many engagement rather than only one-to-one account management within an established model.
• Technical and AI fluency, including the ability to learn SaaS products, troubleshoot configuration and workflow questions, and use AI, automation, customer engagement platforms, and usage data to improve customer outcomes at scale.

Nice To Haves

• A bachelor’s degree or equivalent practical experience.
• Experience designing one-to-many programs such as webinars, office hours, lifecycle campaigns, or self-service resources.
• Comfort using customer health and product usage data to identify adoption gaps, prioritize outreach, and measure program effectiveness.
• Experience managing help-site content or designing a help-site or customer university experience.
• Experience with digital asset management or proposal automation tools.
• Familiarity with architecture, engineering, construction, or related industries.

Responsibilities

• Analyze client needs, adoption patterns, existing resources, coverage gaps, and risk or opportunity signals to establish a baseline for the pooled portfolio.
• Create a repeatable process for answering pooled clients’ configuration, product, and training questions, with clear escalation paths to CSMs, technical teams, Product, or other partners.
• Launch segmented engagement programs, including targeted outreach, office hours, webinars, lifecycle campaigns, and self-service resources, to improve adoption at scale.
• Turn recurring customer questions and product friction into reusable help content and enablement resources, and provide recommendations to Product and Customer Success leadership.
• Use customer health, product usage, and engagement data to prioritize outreach, identify adoption gaps, measure program effectiveness, and recommend where human attention will have the greatest impact.
• Partner with CSMs and Customer Success leadership to define the ideal profile for pooled coverage and create a scalable method for identifying eligible clients from CSM-owned portfolios.
• Guide clients through OpenAsset Source workflows, troubleshoot configuration and workflow questions, and connect relevant Shred.ai or broader platform opportunities to Account Managers and product specialists.
• Use AI and automation to draft and personalize communications, summarize interactions, identify recurring patterns, and improve the speed and relevance of customer support, while validating outputs and applying sound judgment.

Benefits

• Competitive salary.
• Medical, dental, and vision coverage: 100% employer-paid for employees and 50% employer-paid for dependents.
• 20 days of paid time off per year plus federal holidays.
• 5 paid sick days.
• Work-from-home flexibility.
• Commuter benefits.
• 401(k) with employer match via Empower Retirement.
• Paid parental leave.
• Career growth and development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed