Digital Customer Success Manager

LeanData

2d•$70,000 - $100,000•Remote

About The Position

LeanData is seeking a Digital Customer Success Manager to join their next-generation Customer Success organization. This role is at the forefront of an AI-augmented coverage model, where AI handles routine tasks, allowing the CSM to focus on customer outcomes and relationships. The Digital CSM will manage a portfolio of 250-300 smaller commercial accounts, acting as the architect and operator of a scaled, AI-augmented coverage model. This is a unique role that differs from traditional CSM positions, focusing on moments that machines cannot handle, such as re-engaging at-risk customers, identifying expansion opportunities, and translating LeanData's value proposition effectively. The ideal candidate is energized by scale, comfortable with AI tools, and motivated by building new processes rather than following an existing playbook.

Requirements

1-3 years of Consulting, Customer Success, Account Management, or related experience in B2B SaaS.
Analytical mindset: able to interpret health score trends, usage data, and risk signals to prioritize action.
Comfort operating with AI tools, automation platforms, and data-driven workflows; enhance and build new agents that are needed.
Strong understanding of RevOps, Marketing Ops, and GTM Ops, key workflows, and empathy for the challenges faced by the people running these operations.
Strong written communication: you'll do more via email, video, and async channels than on live calls.
Experience with running a book of business in a data driven manner through a CS platform.
Salesforce proficiency.

Nice To Haves

Demonstrated ability to manage a high-volume account book (100s of accounts) with strong retention outcomes.
Experience in a scaled or digital CS model, understanding the difference between coverage and connection and when to apply the appropriate touch.
Excited about AI as a force multiplier and have used AI to build things to make yourself more efficient and/or to improve the customer experience.
Thinks in portfolios, not individual accounts — makes triage decisions, not just relationship decisions.
Bias for building: will improve playbooks, flag gaps, and contribute to a model that doesn't fully exist yet.

Responsibilities

Own retention outcomes across a 250–300 account digital portfolio, with AI agents as the first line of monitoring and customer engagement.
Triage AI-surfaced risk signals and determine when human engagement is required versus when an automated playbook is sufficient.
Intervene on churn risk, silent accounts, and adoption drop signals before they become losses.
Partner with Account Management on expansions.
Automate the guidance given to customers to achieve deep adoption of LeanData's core workflows (routing, matching, and orchestration) as the primary retention lever.
Use AI-generated summaries and in-product benchmarks to help customers see their value without requiring a live EBR.
Identify customers who have plateaued in adoption and design targeted re-engagement sequences.
Monitor AI-ranked expansion signals and convert top opportunities through self-serve or light-touch engagement.
Surface multi-threading opportunities in single-stakeholder accounts and introduce LeanData to additional personas.
Partner with AEs on accounts showing expansion readiness above a defined ARR threshold.
Contribute to the design and iteration of automated touchpoint sequences, playbooks, and nurture programs for the digital tier.
Identify gaps where AI coverage is insufficient and flag for human escalation or program improvement.
Experiment with in-product messaging, video outreach, and community-led engagement as low-cost, high-scale channels.