Digital Customer Success Manager

FranConnect•Herndon, VA

2d•Hybrid

About The Position

The Digital Customer Success Manager (DCSM) is a critical member of our Customer Success organization supporting our Emerging Market customer segment , consisting of approximately 250 customers . This role focuses on delivering a best-in-class, digital-first customer experience through scaled engagement, proactive outreach, and data-driven guidance. You will work within a pooled CSM team , ensuring customers receive timely, value-driven guidance through digital channels, automation, in-app programs, and structured playbooks. Unlike traditional CSM roles, this position uses technology, analytics, and proactive workflows to support a large, diverse customer base at scale. Success in this role requires strong ownership , sharp critical thinking , and a highly proactive approach to identifying risks, driving adoption, and supporting customer growth. We are seeking someone who has done this work before and can help elevate our digital-first customer experience as we scale.

Requirements

3+ years of Customer Success experience in a SaaS environment, including 1+ year specifically in a digital/tech-touch or scaled CS role .
Proven experience supporting customers through digital-first motions and scaled engagement strategies.
Demonstrated ability to own outcomes, make proactive decisions, and apply critical thinking to complex customer challenges.
Strong ability to interpret and act on customer data, engagement metrics, and usage patterns.
Experience using customer success platforms (e.g., ChurnZero, Gainsight) and CRM tools (e.g., Salesforce, HubSpot).
Comfort delivering primarily digital engagement—including webinars, office hours, in-app messages, and automated campaigns.
Excellent written and verbal communication skills, with the ability to create compelling, scalable content for digital programs.
Strong organizational skills with the ability to manage competing priorities across a large customer base.
Bachelor's degree from a 4-year college or university preferred

Responsibilities

Scaled Digital Engagement & Customer Experience Execute and continuously optimize digital-first, one-to-many engagement strategies (email nurtures, in-app guidance, webinars, automation) that ensure customers obtain maximum value from FranConnect.
Engage directly with customers via digital channels including email, in-app messaging, office hours, and group training webinars.
Leverage data and behavior-based triggers to proactively identify churn risks, low adoption, usage gaps, and opportunities for increased product adoption.
Own and optimize digital customer journeys to drive product usage, retention, and customer growth.
Use customer intel and analytics to refine playbooks and proactively deliver value at scale.
Collaborate cross-functionally to enhance the digital customer journey, digital communications, and product experience.
Customer Management in a Pooled CSM Model Serve as a trusted point of contact for the Emerging Market pooled portfolio, ensuring consistent, high-quality digital engagement across ~250 customers.
Conduct digital success reviews or value check-ins using scalable frameworks and templated content.
Support core performance goals across the portfolio, including NRR, GRR, product adoption, and NPS.
Monitor and respond to customer health indicators, usage changes, and customer inquiries via structured digital workflows.
Identify customer expansion opportunities and collaborate with Account Managers to route qualified upsell/cross-sell leads.
Maintain accurate customer information, activity logs, and customer health data across all systems.
Proactive Risk & Opportunity Management Monitor dashboards, usage data, and digital alerts to identify early risk indicators and intervene proactively.
Develop and refine digital interventions that address common patterns in customer behavior.
Identify opportunities to increase customer adoption, deepen product usage, and improve customer sentiment.
Route expansion opportunities as appropriate and collaborate with internal teams to ensure customer needs are met.
Tools, Systems & Operational Excellence Use FranConnect’s CSM tech stack (ChurnZero and Salesforce) to manage workflows, track engagement, and drive automation.
Maintain accurate customer data, health scores, and activity logs in all systems of record.
Identify opportunities for automation, improved digital communications, and efficiency in scaled management motions.
Stay current on product updates and continuously improve your ability to guide customers through digital-first success motions.