Manager of Digital Customer Success
About The Position
This role offers an exciting opportunity to lead a high-performing Customer Success team focused on digital-first engagement and scalable growth. The Manager of Digital Customer Success will oversee a geographically distributed team, driving retention, renewals, and adoption across a high-volume portfolio. You will develop strategies to optimize customer health, lifecycle automation, and self-serve experiences while collaborating with Revenue Operations, Finance, Marketing, and Customer Operations. The role requires data-driven decision-making, executive-level communication, and the ability to influence across cross-functional teams. You will have the opportunity to shape processes, build scalable systems, and mentor a team while contributing to predictable revenue outcomes and long-term customer satisfaction. This position is remote within the Eastern or Central U.S. time zones, supporting both domestic and international customers.
Requirements
- 5+ years in Customer Success, Account Management, or Retention roles, with 2+ years in people management.
- Proven experience managing renewal forecasting, revenue targets, and lifecycle automation.
- Strong analytical skills and comfort with dashboards, metrics, and performance data.
- Experience in SaaS, EdTech, or managing scaled customer segments is preferred.
- Demonstrated success building and leading geographically distributed teams, including process definition, talent development, and accountability systems.
- Excellent cross-functional collaboration and executive communication skills.
- Ability to manage multiple priorities in a fast-paced, data-driven environment.
- Must be based in Eastern or Central U.S. time zones to align with team and customer schedules.
Responsibilities
- Lead and manage a team of five Customer Success Managers and Team Leads, fostering a culture of high performance and accountability.
- Own renewal forecasting, Net Revenue Retention (NRR), and expansion performance across the digital segment.
- Drive strategies to optimize retention, reduce at-risk accounts, and implement scalable renewal and activation processes.
- Monitor customer health, adoption, and engagement metrics, identifying opportunities for proactive intervention.
- Collaborate cross-functionally to align forecasting, automation, campaign strategy, and operational improvements.
- Support international territories while maintaining consistent execution and playbooks.
- Coach team members on onboarding, product launches, skill development, and performance metrics.
Benefits
- Competitive salary with on-target earnings between $130,000â$160,000 annually.
- Flexible paid time off and emphasis on work-life balance.
- Comprehensive medical, dental, vision, and orthodontic coverage.
- 401(k) match and equity participation.
- Home office setup stipend and monthly technology stipend.
- Professional development stipend and learning opportunities.
- Paid parental leave, volunteer days, and charitable donation matching.
- Remote work with global team collaboration and a supportive, inclusive culture.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
