Customer Success Manager, Digital Touch

Job description

As a Customer Success Manager, Digital Touch, you will support customer retention, adoption, and engagement across a large digital portfolio of accounts. This role leverages automation, data insights, and targeted customer interactions to ensure customers onboard successfully, utilize the platform effectively, and renew year after year. While operationally supported by digital workflows, this is a customer-facing role that requires strong communication skills, the ability to interpret customer data, and a passion for helping customers succeed. This role is ideal for individuals early in their SaaS Career, or those with strong customer experience backgrounds who enjoy problem-solving and building customer relationships. In this role you will get to: - 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 (Salesforce, 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...