Digital Client Success Manager

The Digital Client Success Manager is responsible for driving retention and value across a portfolio of pooled client accounts. This role utilizes scaled, digital-first methodologies to manage the full post-sale client lifecycle—from adoption and relationship development to contract renewal and expansion alignment. This manager is expected to leverage technology, data analytics, and scalable communication to manage and own renewal activity, proactively identify and mitigate risks, support product adoption, and serve as the internal voice of the client.

LOCATION

100% Remote - Anywhere within the US

RESPONSIBILITIES

Client Strategy & Value Delivery

• Manage post-implementation client relationships with a high focus and fluency of standard client goals and success metrics.
• Monitor and manage outreach and check-ins, training sessions, escalations and strategic business reviews for a high-volume, pooled book of business.
• Execute mid-contract value realization touchpoints (e.g., annual usage review, roadmap check-ins) using both customized and scaled, lifecycle-triggered outreach to reinforce ongoing value.
• Capture and share client success stories, outcomes, and feedback to inform future product and marketing efforts.

Product Adoption and Digital Engagement

• Tailor outreach and engagement plans based on client segment, product mix, and account health indicators.
• Connect clients to relevant self-service resources and success stories through digital and scaled methods.

Account Health and Risk Management

• Monitor engagement, usage, and support data via ChurnZero, Salesforce, ZenDesk and other internal tools to proactively track health and flag risk.
• Manage re-engagement strategies and ensure accurate documentation of risks, blockers, and remediation steps.
• Handle both inbound support and initiate outbound outreach based on lifecycle triggers or health indicators, escalating complex issues as needed.
• Monitor and manage at-risk accounts based on usage declines, open support tickets, or client sentiment (e.g., low NPS), and initiate follow-up or escalation paths.

Renewal Planning and Execution

• Own renewal preparedness, including 6–12 month planning cycles and contract strategy alignment for strategic accounts.
• Renewal opportunity ownership and management including contract review, quoting, negotiation, and opportunity closure
• Partner with Sales to co-lead renewal opportunities with upsell/cross-sell potential

QUALIFICATIONS AND SKILLS

• 3+ years of experience in client success, account management, or client strategy roles, preferably within a SaaS or technology-driven environment.
• Proven ability to manage both strategic accounts and high-volume, pooled portfolios using scalable methods.
• Deep understanding of the client lifecycle, including proactive adoption planning, risk mitigation, and stakeholder retention.
• Strong communication, negotiation, and value-based storytelling skills; able to balance client advocacy with business goals.
• Experience with CRM or client success platforms such as Salesforce, Totango, and Zendesk.
• Demonstrated comfort using data to assess client needs, identify moments for engagement, and manage multiple priorities across a fast-paced portfolio.
• Experience working with automation or scaled communication platforms is a strong bonus.
• Bachelor’s degree required; advanced degree or relevant certifications are a plus.

Key Performance Indicators (KPIs)

• Annual and quarterly client renewal rate (logo and dollar)
• Net Revenue Retention (NRR) and Gross Revenue Retention (GRR)
• Number and quality of reactive and proactive outreach activities per month (scaled and strategic)
• At-risk account recovery rate and escalation responsiveness
• Timeliness and quality of responses to inbound requests
• Salesforce and Totango data completeness and active health tracking percentage