Digital Customer Success Manager

FNBTECH INC • Dallas, TX

1d

About The Position

We are seeking a highly organized, task-oriented Digital Customer Success Manager to assist owning a large portfolio of our long-tail / digital clients. This role is built for someone who thrives on organization — managing a high-traffic inbox, triaging and resolving requests quickly, and keeping every client interaction accurate and on-brand. You will be working on 1:1 relationship management with a handful of accounts and will be the engine that delivers fast, consistent, excellent support across hundreds of customers at once.

Requirements

• 2+ years of experience in a high-volume Customer Support, Customer Success, or similar client-facing role, proven success managing a high volume inbox meticulously.
• Demonstrated ability to prioritize, multitask, and move quickly through a high volume of client requests without sacrificing quality.
• Highly task-oriented with excellent follow-through — nothing falls through the cracks.
• Strong written communication skills; comfortable producing clear, friendly, efficient responses at scale.
• Experience with CRM software (HubSpot preferred) and ticketing/inbox tools.
• Comfortable working from playbooks, templates, and defined processes, while flagging opportunities to improve them.
• A genuine passion for delivering an exceptional customer experience, even at high speed and scale.
• Bachelor's degree or equivalent experience.

Nice To Haves

• Experience in the hospitality industry (restaurants, bars, hotels) is a plus but not required.

Responsibilities

• Own and manage a shared support inbox and ticket queue, triaging incoming client requests by urgency and type, and driving them to resolution within SLA.
• Serve as a point of contact for a large portfolio of SMB clients, responding to a high daily volume of inbound questions, issues, and requests with speed and accuracy. Coordinate internal resources to address customer concerns across other teams.
• Execute data-driven, scaled engagement campaigns (email sequences, in-app messaging, templated outreach) to reach customers efficiently without 1:1 time investment. Use health and usage data to flag at-risk accounts that need escalated attention.
• Follow and refine documented playbooks and workflows for common scenarios (onboarding steps, renewal reminders, troubleshooting). Keep tasks moving through to completion and flag process gaps.
• Troubleshoot client issues directly where possible; escalate complex or high-risk issues to the appropriate internal team with clear documentation.
• Execute standardized renewal touchpoints and identify upsell/cross-sell opportunities; route larger or more complex expansion opportunities to sales.
• Maintain accurate, up-to-date records in HubSpot for every client interaction. Log tickets, update statuses, and ensure data is clean enough to support reporting and automation.
• Track and report on inbox volume, response times, resolution rates, and customer health metrics across your portfolio.

Benefits

• Competitive salary
• Competitive benefits package including medical, dental, and vision insurance
• Supplemental national holidays, parental, personal, bereavement, and reproductive loss leave plans etc.
• Unlimited PTO
• Retirement plans with 401(k) match
• Opportunities for career growth and professional development
• Vibrant company culture with frequent team-building events
• A collaborative and supportive work environment that values innovation and inclusivity

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level