Digital Customer Success Manager
Core
Manage a high-volume portfolio of mid-market SaaS customers, driving adoption of AI-powered analytics workflows and mitigating churn through data-driven signals and automation.
Role type
Senior Customer Success Manager (SaaS)
Builds
Customer success outcomes, retention, and expansion for mid-market accounts
Domain
SaaS, AI-powered analytics, cloud data warehouses
Required skills
SaaS customer success management, data-driven prioritization, customer health monitoring, cohort analysis, playbook development, project management, stakeholder collaboration
Preferred skills
Analytics/BI platform experience, AI agents/workflows familiarity, SQL knowledge, customer health score frameworks
Technologies
Gainsight, Vitally, Totango, Snowflake, Databricks, BigQuery, Tableau, Looker, Power BI
Responsibilities
Manage high-volume mid-market accounts using scalable engagement models; Drive rapid time-to-value via self-serve onboarding and enablement; Monitor customer health dashboards to identify churn risk and expansion readiness; Apply cohort analysis to optimize engagement strategies; Develop targeted communications to enable self-service success; Conduct focused meetings for risk mitigation, expansion, or renewal.
Seniority
Senior, hands-on IC