Digital Customer Success Manager

ClosingLock•Austin, TX

4d•Onsite

About The Position

We’re seeking a proactive and organized Digital Customer Success Manager (CSM) to support and grow a large book of customers through one-to-many engagement. This role combines onboarding/implementation and ongoing account management at scale—meaning you’ll guide customers through setup, drive adoption, and ensure long-term satisfaction and retention through scalable processes and digital touch points. If you're passionate about building customer relationships and directly impacting retention and growth, enjoy optimizing processes, and thrive in a high-volume environment, this is an excellent opportunity to help shape a critical function at Closinglock.

Requirements

2+ years of experience in a Customer Success, Account Management, Retention or Implementation role, ideally in SaaS or tech.
Proven experience managing a portfolio of customers through tech-touch or one-to-many programs.
You thrive in a fast-paced environment and have a knack for managing multiple priorities and building efficient workflows.
You're not just comfortable with, but excited by technology. Hands-on experience with CS or CRM platforms (like HubSpot, Gainsight, Catalyst, Zendesk) is essential.
Especially when engaging customers remotely, you have the ability to turn data into compelling stories and actionable plans.
You have a passion for helping people succeed.

Nice To Haves

Experience in a role with direct responsibility for renewals, upselling, or other commercial targets is highly desirable. You understand the commercial side of customer relationships.

Responsibilities

Own the end-to-end lifecycle for a large book of business, using our digital success platform to deliver value at scale.
Lead Implementation and Onboarding for new customers in your segment—ensuring smooth setup and early success.
Proactively manage renewals and contribute to net revenue retention by identifying potential areas for customer growth and expansion.
Help design and execute automated campaigns, tech-touch playbooks, and educational content (webinars, videos, articles) to guide customers and drive product adoption.
Master our customer health analytics to identify and act on risks and opportunities, triggering targeted outreach to ensure long-term success.
Collaborate with our Product, Marketing, and Support teams, translating customer data and feedback into actionable insights that improve the overall customer experience.
While escalating complex technical issues, you will be the primary resource for your customers' success and strategic needs.