Digital Customer Success Manager-AMER

Job description

Context & Impact: We are looking for a Digital Customer Success Manager (Digital CSM) to support customers through digital engagement and ensure they get the most from our SaaS platform. In this role, you will monitor customer health, drive digital engagement, and improve product adoption and retention for non‑Enterprise customers. Your focus will be on reactively engaging customers, addressing usage challenges, and supporting digital success programs to enhance overall satisfaction. Challenge: The main challenges you'll face are: Monitoring and improving customer health metrics at scale Reactively engaging customers showing signs of reduced usage to prevent churn Driving adoption and retention through digital programs and self‑serve resources Key Responsibilities: Monitor customer health and engagement metrics using Customer Success tools Respond to customer inquiries and resolve product usage challenges Proactively reach out to customers with declining engagement to reduce churn risk Support ongoing digital campaigns, onboarding journeys, and training programs Track and report on customer engagement data and digital initiative performance Key Requirements: Hard skills: 1–2 years...