Digital Customer Success Manager

Employ

2d • Remote

About The Position

As a Digital / Low-Touch Customer Success Manager, you will play a critical role in scaling our JazzHR customer experience. You’ll manage a broad book of business, leveraging automation, playbooks, and digital engagement strategies to help customers onboard successfully, adopt product features, and realize value. Unlike traditional CSM roles, this position emphasizes high-volume, digital-first engagement (email campaigns, webinars, office hours, in-app messaging, ticket management, CSAT/NPS follow-up) over 1:1 account management. You’ll partner closely with Support and Renewals to ensure customers receive fast, proactive, and consistent outcomes at scale.

Requirements

• 2–4 years in a customer-facing SaaS role, ideally in digital / scaled success or high-volume account management.
• Experience managing tickets in Salesforce Service Cloud or similar.
• Comfort working in a low-touch, high-volume model with reliance on automation and playbooks.
• Strong written/verbal communication skills, with the ability to engage customers effectively through digital channels.
• Ability to balance competing priorities, multitask effectively, and follow structured processes.
• Customer-centric mindset with a passion for delivering value at scale.

Nice To Haves

• Familiarity with Gainsight or other CS platforms preferred.

Responsibilities

• Manage an assigned BoB of accounts in which you are responsible for their success, regular 2/quarter account reviews and NPS and CSAT score feedback.
• Manage a round robin of high-volume book of JazzHR customers through digital and one-to-many channels (playbooks, templates, webinars, in-app, automated comms).
• Proactively engage customers flagged by health scores, churn indicators, or playbook triggers.
• Own resolution of higher-complexity tickets while collaborating with Support and other CSMs.
• Contribute to queue coverage by resolving non-assigned customer tickets with speed and quality.
• Monitor and maintain service-level expectations for response and resolution times.
• Act as the customer’s voice internally, sharing trends, blockers, and opportunities with Product, Support, and Revenue teams.
• Execute digital playbook strategies to mitigate churn, increase retention, and identify qualified expansion opportunities (CSQLs) for Renewals/Sales.
• Monitor and respond to CSAT/NPS surveys, ensuring timely action per playbook guidelines.
• Stay up to date on product releases, new features, and best practices.
• Host live digital office hours, webinars, or Q&A sessions for groups of customers.
• Support the creation and improvement of self-service help center and playbook content and automation strategies.
• Leverage Gainsight, Salesforce, and analytics dashboards to track health, adoption, and engagement.
• Use customer data to identify risk and opportunity patterns and take action via automated or playbook workflows.
• Share reporting and insights to inform internal teams and improve customer outcomes.

Benefits

• Flexible work scheduling
• Paid time off
• Comprehensive benefits
• Career development opportunities
• Medical coverage
• Dental coverage
• Vision coverage
• Performance bonuses
• Equity

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed