Manager - Customer Success (Digital)

Responsibilities

• Lead and coach a team of CSMs managing a large SMB customer portfolio
• Drive product adoption, retention, renewals and expansions at scale
• Define and execute scalable engagement models (tech-touch / low-touch / high-touch)
• Understand customer workflows and document repeatable success playbooks
• Enable the team to deliver use-case driven demos and solutions
• Monitor product usage and customer health to identify risks and growth opportunities
• Act as an escalation point for customer issues, renewals and churn risks
• Partner with Product, Sales, Pre-Sales, Marketing, Support to drive outcomes
• Promote new features and product innovations across the customer base
• Use data and CS tools (e.g., Natero) to improve engagement and adoption
• Own key metrics: Adoption, Retention, NRR, Churn, NPS/CSAT
• Ensure compliance with information security standardsQualifications

• Proven ability to act as a strategic trusted advisor
• Strong communication, presentation, and articulation skills
• Self-starter with the ability to manage diverse customer portfolios
• Ability to report and share customer status regularly
• Bachelor s Degree in Computer Science or Business preferred
• 10+ years of experience in Customer Success or SaaS customer-facing roles
• People management experience leading Customer Success teams
• Experience working in SMB or high-volume SaaS environments