Digital Customer Success Manager Full Time

Responsibilities:

• Manage relationships with post-sales clients.
• Drive platform adoption and business reviews.
• Maintain client satisfaction and ensure renewals.
• Assess and improve customer health using metrics.
• Establish trusted advisor relationships with clients.
• Strategically position solutions and drive adoption.
• Build relationships from end users to senior executives.
• Foster client enthusiasm for product adoption.
• Lead high-level training sessions for users.
• Communicate consistently with clients during contracts.
• Collaborate with Sales, Operations, Support, Product, Marketing.
• Identify opportunities for customer expansion.
• Work with clients to set and review goals and KPIs.
• Identify upsell/cross-sell opportunities through interactions.
• Analyze data to enhance customer experience.
• Coordinate with internal teams to improve client service.
• Maintain health scores and engage internal teams as needed.
• Monitor platform usage and develop adoption strategies.
• Create best practices for customer success advocacy.
• Develop product training content and webinars.
• Attend customer meetings to strengthen relationships.

Requirements:

• 3-5 years of experience in Customer Success/Account Management.
• Strong communication and client-facing skills.
• Excellent problem-solving and resourcefulness.
• Attention to detail and effective prioritization.
• Accountability for own work and customer success.
• Creative, strategic thinker.
• Ability to build rapport and challenge clients as needed.
• Quick learner of new technologies.
• Proven experience in a fast-paced, agile environment.
• Post-secondary education in relevant fields.
• Willingness to travel to client sites as needed.

Benefits:

• Competitive health benefits and dental plans.
• Fitness allowance and health care spending account.
• Retirement savings plan and work-from-home support.
• Subsidized internet for employees.
• Opportunities for job enrichment and career development.
• Annual training allowance for skill updates.
• Access to internal recruitment and departmental programs.
• Social and volunteering activities in office and virtually.