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