Digital Customer Success Manager
Core
Manage and evolve digital customer experiences for a high volume of low-to-mid-tier accounts using data, automation, and scalable digital channels.
Role type
Digital Customer Success Manager (IC)
Builds
Scalable digital engagement programmes, automated health-score triggers, and 1:many outreach strategies.
Domain
SaaS / Customer Success / Digital Transformation
Deliverable
product features
Required skills
Data analysis, AI tool usage, digital channel management, customer retention strategy, cross-functional partnership, strategic thinking
Preferred skills
Entrepreneurial mindset, hands-on dashboard building, research execution
Technologies
Automation tools, CRMs, CS software, AI tools
Responsibilities
Lead customer engagement and retention through digital-first programmes (workshops, webinars, targeted touchpoints), partner with sales to co-design programmes and mitigate churn, act as human-in-the-loop escalation point for complex cases, use AI to build dashboards and manage programmes
Seniority
Mid-level, hands-on IC
