Customer Success Manager, Digital Touch

2 weeks, 6 days ago
Full-time
Entry Level
Customer and Technical Support
Riverside Insights

Riverside Insights

Riverside Insights empowers educators and individuals with research-based assessments to unlock true potential and elevate learning from childhood to adulthood.

Diversified Consumer Services
51-250
Founded 1979

Description

  • Maintain regular engagement with a large portfolio of Digital Touch accounts through automated workflows, targeted outreach, and customer calls.
  • Deliver value-driven customer touchpoints and log all interactions in CRM tools such as Salesforce and Totango.
  • Monitor account health, usage signals, and churn-risk indicators, and escalate or intervene as needed.
  • Support renewal readiness by identifying risks early and contributing to retention strategies.
  • Assist customers through onboarding milestones to drive early adoption of key features.
  • Facilitate training through webinars, digital resources, and guided product usage.
  • Identify revenue opportunities such as overages and account growth trends, and surface insights to leadership.
  • Follow established customer success playbooks and lifecycle engagement campaigns.
  • Collaborate with Senior CSMs, Marketing, Operations, and Leadership on digital engagement initiatives.
  • Share customer feedback to help inform product enhancements and process improvements.

Requirements

  • Bachelor’s degree in business, Marketing, Education, or a related field.
  • Healthcare or sports tech experience is a plus.
  • Experience in SaaS Customer Success, Business Development, Customer Support, or another customer-facing role is preferred.
  • Experience managing large customer portfolios or scaled customer engagement models.
  • Ability to interpret CRM insights and customer data to identify trends and recommend proactive outreach.
  • Strong customer communication and relationship-building skills.
  • Familiarity with customer success platforms such as Salesforce and Totango, or willingness to learn.
  • Comfort delivering training via webinars or digital tools.
  • Ability to stay organized and manage multiple priorities in a fast-paced, evolving environment.
  • A continuous improvement mindset and interest in automation and workflow optimization.
  • Remote work environment.
  • Ability to travel 1–2 times per year for team meetings or conferences.
  • Ability to remain in a stationary position for extended periods.

Benefits

  • Medical, dental, and vision insurance plans.
  • Company-paid basic life and AD&D insurance.
  • Company-paid long-term disability coverage.
  • Paid parental leave.
  • Retirement plan with discretionary company matching.
  • Flexible Spending Account (FSA) and Health Savings Account (HSA) options.
  • Calm premium subscription for employees and dependents.
  • 33 days of company-paid time off, including PTO, holidays, and wellness days.
  • Quarterly Focus Days.
  • Flexible work arrangements.
  • Tuition reimbursement program.
  • Company-paid orientation and a structured 30/60/90-day onboarding.
  • Base salary of $60,000–$65,000 plus a competitive bonus structure.

Interested in this position?

Apply directly on the company website

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