Customer Success Manager, Digital

Securly

1d•Remote

About The Position

As a Digital Customer Success Manager, you will manage a large portfolio of school districts through scalable, digital-first engagement. This is a high-impact role focused on executing one-to-many lifecycle programs that drive adoption, retention, and expansion across Securly products. You will operate in a structured, programmatic environment using automated journeys, engagement triggers, and cohort-based strategies to support customers at scale. You will partner closely with Customer Success Operations, Support, Implementation, and GTM teams to ensure risks are identified early, patterns are surfaced, and digital programs continuously improve. Success in this role comes from combining strong execution, systems thinking, and a deep understanding of how educators derive value from Securly products—without relying on high-touch engagement.

Requirements

Executed digital or scaled customer success programs that drive adoption, retention, or engagement outcomes, typically developed over 1+ years in a similar role within K–12 EdTech or SaaS environments
Managed a high-volume portfolio using one-to-many engagement strategies such as lifecycle campaigns, webinars, or targeted outreach
Supported onboarding and adoption of technology products for educators or administrators, translating product value into clear, actionable guidance
Executed digital playbooks across onboarding, activation, or renewal stages to influence product usage at scale
Used customer data, telemetry, or health signals to identify risks or opportunities and take action using structured playbooks
Operated effectively within CRM and customer success platforms (e.g., Salesforce, Vitally, Gainsight), maintaining structured, high-quality data to support execution and reporting
Partnered cross-functionally with Sales, Support, Product, and GTM teams to improve customer journeys and outcomes
Ran or contributed to structured programs, testing variations, measuring outcomes, and iterating based on results
Identified patterns across customer cohorts and contributed to improving playbooks, workflows, or lifecycle programs
Worked within K–12 environments or supported educators and administrators in adopting technology solutions

Responsibilities

Execute digital lifecycle programs across onboarding, activation, adoption, and renewal stages
Manage a high-volume portfolio using one-to-many engagement strategies
Monitor telemetry, engagement signals, and health scores to identify risks and opportunities
Trigger and manage automated journeys and targeted outreach based on customer behavior
Support customer inquiries using structured playbooks and escalate when appropriate
Collaborate with Account Managers to route expansion opportunities with actionable context
Partner with CS Ops, Product, and GTM teams to refine digital journeys and improve program performance
Maintain accurate and structured data in Vitally and Salesforce to support execution and reporting
Identify patterns across your cohort and contribute to improvements in playbooks, segmentation, and automation