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Digital Customer Success Manager

3 weeks, 3 days ago
United States
Full-time
Mid Level
Customer Success Manager
Customer and Technical Support
Salesforce
Apply Now
Employ

Employ

Employ, Inc. is a top provider of recruiting solutions, empowering organizations to hire top talent with industry-leading technologies and services.

Professional Services
1K-5K
Founded 2022
View All Jobs 7

Description

  • Manage a broad book of JazzHR customers and drive their onboarding, adoption, and overall success through digital and one-to-many engagement channels.
  • Use playbooks, templates, webinars, in-app messaging, and automated communications to support customers at scale.
  • Proactively engage customers flagged by health scores, churn indicators, or playbook triggers.
  • Own resolution of higher-complexity tickets and collaborate with Support and other CSMs on queue coverage.
  • Monitor and maintain service-level expectations for response and resolution times.
  • Act as the customer’s voice internally by sharing trends, blockers, and opportunities with Product, Support, and Revenue teams.
  • Execute digital playbook strategies to reduce churn, improve retention, and identify expansion opportunities for Renewals and Sales.
  • Monitor and respond to CSAT and NPS surveys according to playbook guidelines.
  • Host live digital office hours, webinars, or Q&A sessions for groups of customers.
  • Support improvements to self-service help center content, playbooks, and automation strategies.

Requirements

  • 2–4 years of experience in a customer-facing SaaS role, ideally in digital/scaled success or high-volume account management.
  • Experience managing tickets in Salesforce Service Cloud or a similar system.
  • Comfort working in a low-touch, high-volume model that relies on automation and playbooks.
  • Strong written and verbal communication skills for engaging customers through digital channels.
  • Ability to balance competing priorities, multitask effectively, and follow structured processes.
  • Customer-centric mindset with a focus on delivering value at scale.
  • Familiarity with Gainsight or other customer success platforms preferred.
  • Experience using Gainsight, Salesforce, and analytics dashboards to track health, adoption, and engagement preferred.

Benefits

  • Base salary range of $67,760–$84,700 per year.
  • Performance bonuses may be included in total compensation.
  • Equity may be included in total compensation.
  • Remote-first work environment.
  • Unlimited PTO.
  • Comprehensive medical, dental, and vision benefits.
  • Learning and development programs, including training, mentorship, and development resources.
  • Flexible work scheduling and paid time off.

Interested in this position?

Apply directly on the company website

Apply Now

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