Customer Success Manager, Digital

Customer Success Manager, Digital

The Customer Success Manager, Digital will manage a high-volume portfolio of school districts through scalable, digital-first customer engagement. This role focuses on driving adoption, retention, and expansion through structured lifecycle programs rather than high-touch account management. You will use customer behavior, telemetry, health scores, and engagement signals to identify risks and opportunities and take timely action. The position combines customer success expertise with strong systems thinking, operational discipline, and data-driven decision-making. You will collaborate closely with Customer Success Operations, Support, Implementation, Product, Sales, and go-to-market teams to continuously improve customer journeys. Success will be measured through customer retention, product adoption, expansion opportunities, and the quality of operational execution. This is an ideal opportunity for someone who enjoys working at scale and using technology, automation, and structured programs to deliver measurable customer outcomes.

Accountabilities:

• Execute digital lifecycle programs across onboarding, activation, adoption, renewal readiness, and seasonal readiness to drive measurable customer outcomes.
• Manage a high-volume portfolio using one-to-many engagement strategies, including automated journeys, targeted outreach, webinars, and cohort-based programs.
• Monitor telemetry, customer engagement signals, and health scores to proactively identify risks, adoption blockers, and expansion opportunities.
• Trigger and manage automated customer journeys and targeted communications based on customer behavior and lifecycle stage.
• Respond to inbound customer needs efficiently using structured playbooks and established escalation paths.
• Identify and qualify expansion signals and route relevant opportunities to Account Managers with clear customer context and recommended next steps.
• Partner with Customer Success Operations, Product, Support, Implementation, and go-to-market teams to refine digital journeys and improve program performance.
• Maintain accurate and structured account information, lifecycle tracking, health scores, and operational data in Salesforce and Vitally.
• Analyze customer cohorts to identify recurring patterns, risks, and opportunities and contribute insights that improve segmentation, playbooks, and automation.
• Execute programs aligned with key education timelines and continuously evaluate engagement and adoption trends.
• Contribute to testing and optimization of customer-facing content, journey design, triggers, and automation based on measurable results.
• Maintain high data quality and reporting accuracy to support forecasting, portfolio-level decision-making, and continuous improvement.
• Work toward defined goals for gross revenue retention, logo retention, adoption, expansion, utilization of digital programs, and overall customer health.

Requirements:

• You have experience executing digital or scaled customer success programs that drive adoption, retention, or engagement outcomes, ideally with at least 1 year in a similar role within K12 EdTech or SaaS.
• You have managed a high-volume customer portfolio using one-to-many engagement strategies such as lifecycle campaigns, webinars, targeted outreach, or automated programs.
• You have experience supporting the onboarding and adoption of technology products for educators or administrators and can translate product value into clear, actionable guidance.
• You understand how to execute structured digital playbooks across onboarding, activation, adoption, and renewal stages.
• You are comfortable using customer data, telemetry, health signals, and engagement trends to identify risks and opportunities and take action through established workflows.
• You have hands-on experience with CRM and customer success platforms such as Salesforce, Vitally, Gainsight, or similar tools and understand the importance of accurate, structured data.
• You have partnered effectively with Sales, Support, Product, Customer Success Operations, and go-to-market teams to improve customer journeys and outcomes.
• You have experience contributing to structured programs, testing different approaches, measuring results, and iterating based on performance data.
• You can identify patterns across customer cohorts and turn those insights into improvements to playbooks, workflows, segmentation, or lifecycle programs.
• Experience working within K12 environments or supporting educators and administrators in adopting technology solutions is highly relevant.
• You demonstrate strong organizational skills, attention to detail, ownership, and the ability to execute consistently across a large portfolio.
• You are comfortable working in a systems-driven environment where automation, data quality, and measurable outcomes are central to customer success.
• You communicate clearly with diverse stakeholders and can collaborate effectively across multiple teams and functions.

Benefits:

• The role is 100% remote within the United States.
• The position offers a $77,000 base salary plus up to $40,000 in variable compensation, for a stated target total compensation of $117,000.
• The role provides the opportunity to influence customer retention, adoption, and expansion across a large portfolio of school districts.
• You will work with digital-first and AI-powered customer lifecycle programs designed to create scalable impact across thousands of education customers.
• Comprehensive health coverage is available, along with a 401(k) match.
• Benefits include unlimited paid time off and paid holidays.
• A company-wide winter shutdown provides additional time away from work.
• Paid parental leave is available to support employees and families.
• Professional development support is provided to encourage continued learning and career growth.
• You will collaborate with Customer Success Operations, Product, Sales, Support, and go-to-market teams in a high-trust, cross-functional environment.
• The role offers exposure to customer success technology, lifecycle automation, telemetry, CRM systems, and data-driven portfolio management.
• The organization is committed to building a diverse and inclusive workplace and providing appropriate accommodations throughout the employment lifecycle.