Manager, Digital Customer Success Team

As the Manager of the Digital Customer Success Team at Flexera, your primary responsibility will be to lead a team of Digital Customer Success Managers to drive scaled customer engagement, adoption, and retention through automation, technology, and data-driven insights. You will be a customer-focused professional who excels in a tech-enabled, digital-first approach to customer success. This role is ideal for someone who is high-energy, organized, and thrives in a fast-paced environment. You will oversee a team of up to 8 individuals and work closely with a small number of customers to manage a portfolio of customers at scale. Your focus will be on ensuring customers receive value through automation touchpoints, in-product guidance, self-service resources, and digital engagement strategies. This position is within Flexera's Digital Customer Success Team in the Solutions Success Organization and is a key contributor to Flexera's strategic priority of CUSTOMER SUCCESS. The ideal candidate for this role will have extensive field and practitioner experience in the industry, with a proven track record of leading complex projects and delivering business outcomes. You will be deeply knowledgeable about Flexera's solutions, from Cloud to On-Premises, and will help customers achieve success based on outcomes. You should be adept at tracking projects, highly organized, and able to influence and align resources effectively. Key Responsibilities: - Lead, motivate, and develop a high-performing team of Digital Customer Success Managers - Manage workload distribution and ensure team efficiency - Be a player-manager, engaging with a smaller number of customer engagements - Identify and implement operational efficiencies for the team - Track and report performance and KPI metrics - Provide cross-functional interlock with other areas of the business - Execute the Digital engagement strategy to support a large customer base efficiently - Utilize automated & manual onboarding activities, campaigns, and resources to drive product adoption - Leverage customer telemetry, health scores, and product usage data for proactive outreach - Collaborate with other teams to ensure successful project completion and transition - Drive internal commitment and business transformation through data and customer successes Skills Required: - Excellent communication skills for engaging conversations and motivation - Strong organizational and project management skills - Creative and analytical thinking to inspire participation - Proficient in management reporting and driving operational effectiveness - Effective stakeholder management with team and senior management - People management skills to ensure team development and functionality Requirements: - Minimum of two years experience leading customer experience projects, ideally in a SaaS software company - Track record of planning, organizing, and managing cross-functional projects - Analytical approach using quantitative and qualitative data for decision-making - Strong organization, strategic, and leadership skills - Ability to build a collaborative environment within the Success organization and wider business - Experience working with customers in a SaaS software company, knowledge of ITAM, SAM, FinOps, and Cloud initiatives is a plus Flexera is committed to fostering a diverse, equitable, and inclusive workforce. Our DEI council drives our efforts to create a welcoming environment for all. Candidates requiring accommodations are encouraged to contact us at careers@flexera.com.,