Digital Customer Success Manager

Hometown Tickets, LLC•Town of Chazy, NY

1d•Remote

About The Position

Hometown empowers schools with seamless digital tools for ticketing, fundraising, and event management, enabling them to create memorable in-person experiences that bring communities together. As a trusted partner dedicated to supporting athletics, arts, and extra curricular activities, we help schools generate vital funding to ensure every student has access to enriching opportunities. With a deep passion for serving those who shape our future, we make event operations effortless - so schools can focus on what truly matters: creating lasting impact in their hometowns. The Digital Customer Success Manager is a revenue-focused role responsible for driving growth across Hometown’sGrowth Segment segment. Supporting a wide variety of clients in a one-to-many model, the Digital CSM leads proactive outreach, product adoption, and account expansion efforts. This role is quota-carrying, with a focus on retention, upsell, and cross-sell targets through strategic outbound engagement and scaled enablement. Success in this role is measured by the Digital CSM’s ability to generate revenue from existing accounts, uncover new opportunities, and grow the lifetime value of Hometown’s broad customer base.

Requirements

2+ years in a customer success, account management, or SMB sales role within SaaS, EdTech, or ticketing
Proven track record of meeting or exceeding quotas in a revenue-generating role
Bachelor’s degree or equivalent combination of education and experience
Strong familiarity with Salesforce, CRM usage, and basic reporting tools
Outstanding written and verbal communication skills—especially persuasive outreach and follow-up
Ability to balance customer-centricity with sales urgency and target discipline
Strong time management, prioritization, and multitasking in high-volume environments
Time management skills, with the ability to manage and coordinate multiple projects simultaneously.
Proficient with Microsoft Office, GSuite or related software.

Responsibilities

Own a monthly/quarterly revenue quota tied to upsells, cross-sells, renewals, and expansion within assigned accounts.
Execute high-volume, high-quality outbound campaigns (calls, emails, other) to identify and close revenue-generating opportunities.
Pitch relevant features and premium services that align with client needs and drive additional value.
Partner with CSM leadership to define portfolio strategy, segmentation, and messaging across the book.
Monitor account activity and health to proactively intervene and retain at-risk customers.
Deliver virtual check-ins, campaign-based engagement, and “light touch” relationship management for long-term retention.
Reinforce Hometown’s value proposition through performance metrics, best practices, and results-driven communication.
Serve as a platform advocate, helping customers recognize and adopt the full suite of Hometown solutions—fundraising, ticketing, and websites.
Identify and execute cross-product expansion opportunities to deepen client engagement and grow account value.
Collaborate with cross-functional teams to coordinate expansion efforts and ensure solution alignment.
Own and manage the renewal process for your book of business, ensuring timely outreach and contract continuation.
Identify potential risk factors early and develop strategies to mitigate churn.
Collaborate with cross-functional teams (Sales, Support) to resolve issues that may impact renewal likelihood.
Track and forecast renewal performance to meet assigned revenue targets.
Proactively introduce customers to key features and capabilities that maximize platform usage.
Deliver scalable training and communication materials (e.g., webinars, guides, videos) to accelerate adoption.
Use Salesforce and internal dashboards to track outreach, pipeline activity, and forecast against quota.
Analyze customer data to inform engagement strategies and surface opportunities for platform expansion.
Capture customer feedback and advocate for product enhancements or marketing alignment where needed.