Digital Success Manager

As a Digital Customer Success Manager, you will be responsible for driving product adoption, customer satisfaction, and retention for a portfolio of up to 500 customers. This role requires a strategic approach to managing customer relationships at scale, leveraging automation, data insights, and proactive outreach to ensure customers achieve maximum value from our products. You will play a critical role in identifying risks, upsell opportunities, and working cross-functionally to deliver exceptional customer outcomes.

Key Responsibilities:

• Product Adoption: Proactively drive the adoption of our products across the customer portfolio through education, training, and targeted campaigns, ensuring customers leverage the full suite of features and functionalities.
• Customer Retention: Monitor customer health metrics and work to improve customer satisfaction, reducing churn and increasing renewals. Identify at-risk customers and engage in proactive outreach with the assistance of our Renewals team to address concerns.
• Portfolio Management: Manage a large portfolio of up to 500 customers efficiently through a mix of tech-touch and human-touch engagement, using customer data and automation tools to scale interactions and personalized outreach.
• Customer Insights: Gather feedback and insights from customers to identify common challenges or opportunities for improvement. Share these insights with internal teams (e.g., Product, Marketing, Support & Sales) to drive product enhancements and customer success.
• Success Planning: Develop and execute customer success plans.
• Cross-Functional Collaboration: Collaborate closely with Sales, Support, Marketing, and Product teams to advocate for customer needs and ensure alignment between customer goals and company objectives.
• Metrics & Reporting: Track and report on key customer success metrics, such as customer health scores, adoption rates, renewal rates, and gross retention. Use data to inform decisions and strategies.
• Upsell and Expansion: Identify opportunities for account growth by recognising customer needs for additional products or services. Collaborate with the Sales team for them to close upsell and cross-sell opportunities.

Qualifications:

• Experience: 2+ years in Customer Success, Account Management, or a related role, ideally in a SaaS or technology environment managing a high-volume customer base.
• Skills:
• Strong understanding of customer success principles and best practices for managing customers at scale.
• Excellent communication skills with the ability to engage customers effectively via email, phone, and webinars.
• Data-driven mindset, with experience analysing customer data to inform decision-making.
• Ability to manage time effectively and prioritize tasks across a large portfolio of customers.
• Proficiency with Customer Success platforms (e.g., Gainsight, Totango, Salesforce) and marketing automation tools.
• Education: Bachelor’s degree in Business, Marketing, or a related field preferred.

Key Performance Indicators (KPIs):

• Customer retention and renewal rates (GRR)
• Product adoption and feature usage
• Customer health score improvements
• Upsell/cross-sell leads
• Net promoter score (NPS) and customer satisfaction scores