Digital Customer Success Manager

AgentSync is hiring a Digital Customer Success Manager who will be responsible for owning and managing customer relationships to ensure their success and satisfaction. This role involves developing a one-to-many engagement strategy to retain and grow revenue, as well as implementing targeted and scalable automation throughout the digital customer journey. The Digital CSM will collaborate closely with the Customer Enablement team and Marketing to drive platform adoption and ensure alignment with the AgentSync brand voice. Additionally, leveraging data and analytics to optimize customer programs and transitioning medium-touch customers to a low-touch engagement model are key responsibilities.

- Own the success of a large book of business (50+ accounts) by developing a one-to-many engagement strategy to retain and grow revenue - Own the digital strategy end to end, blending personalization with scalability to make sure low-touch customers feel supported and enabled with AgentSync - Map the digital customer journey, including key milestones and desired outcomes, and develop a plan for how to deploy targeted, repeatable, and scalable automation throughout (e.g., playbooks, SOPs, email campaigns, etc) - Engage with the Customer Enablement team to create webinars, in-app guides, and digital-first training strategies to help drive platform adoption with customers - Closely collaborate with Marketing to ensure all digital touchpoints are aligned with the AgentSync brand voice - Leverage data to influence changes in customer behavior, continually measuring the effectiveness of these programs, and optimizing them to improve engagement, conversion, and/or outcomes - Develop a change management plan to successfully transition existing medium-touch customers to a low-touch engagement model

- 5+ years of work experience in Saas Customer Success, Account Management, Customer Operations, or Digital Marketing - Experience working with scaled & targeted digital programs focused on post-sales engagements (i.e., Digital Customer Success, Tech Touch, Scaled CS, Digital Marketing) - Proven experience engaging with customer C-Suite leaders - Experience working with CRM platforms or other Customer Success solutions like Salesforce, Gainsight, or Catalyst - Familiarity with BI tools such as Mode, Tableau or Looker - Ability to project manage a high volume of requests and tasks - Ability to easily digest and synthesize large amounts of data into actionable insights - Natural and independent problem-solver: comfortable with complexity and ambiguity; able to dive into the operational details, and also engage meaningfully on the overall strategy - Motivated to work collaboratively in a fast-paced, ever-changing environment to help our growing business

- Rapid upward career trajectory and lateral career mobility opportunities - High visibility and high value-add opportunity - Trust, responsibility, and autonomy built-in - Ownership of the digital customer journey end to end - Automated, programmed communication using a one-to-many approach - Unique set of skills and experience in Customer Success, operational mindset, data analysis, and digital marketing campaigns - Ownership of a large book of business (50+ accounts) - Retention and growth of revenue through a one-to-many engagement strategy - Personalization blended with scalability to support low-touch customers - Mapping of the digital customer journey and deployment of targeted automation - Collaboration with Customer Enablement team to drive platform adoption - Alignment of digital touch points with the company's brand voice - Utilization of data to influence customer behavior and optimize programs - Change management plan for transitioning medium-touch customers to low-touch engagement model - 5+ years of experience in Saas Customer Success, Account Management, Customer Operations, or Digital Marketing - Experience with scaled and targeted digital programs - Engagement with customer C-Suite leaders - Familiarity with CRM platforms and Customer Success solutions - Familiarity with BI tools - Ability to project manage a high volume of requests and tasks - Ability to synthesize large amounts of data into actionable insights - Problem-solving skills and ability to engage in overall strategy - Motivated to work collaboratively in a fast-paced environment - Diverse, inclusive, and authentic workplace - Competitive salary and annual bonus - Eligibility for equity program - 100% company-paid healthcare insurance for you and dependents (medical, dental, vision) - 12 weeks 100% paid parental leave and $4,000 return to work childcare stipend - 401(k) retirement savings plan - Unlimited PTO - 12 paid holidays per year