Digital Customer Success Manager

Summary

The Digital CSM role at ActivTrak involves managing the digital customer base, assisting in onboarding, identifying customer archetypes, creating tailored journeys/plans, monitoring usage metrics, providing support, identifying risks, acting as a voice of the customer, and collaborating with cross-functional teams. The job requires 1-2 years of Customer Success experience, preferably with a large, scaled book of business, experience with sales tools, high organizational skills, self-direction, understanding of customer outreach methodology, and effective management of 'tech touch' customer engagement. The work environment is remote within the US with minimal travel and limited physical demands.

Requirements

• 1-2 yrs of Customer Success experience, preferably with a large, scaled book of business
• Experience with sales tools such as Outreach, Salesforce, and Learning Management systems
• Highly organized and self directed with the ability to juggle multiple priorities concurrently
• A clear understanding of customer outreach methodology and effective management of ‘tech touch’ customer engagement to drive positive customer retention outcomes

Responsibilities

• Assist in the design and deployment of onboarding new customers onto our digital platform, guiding them through the setup process and ensuring a smooth transition
• Identify & develop customer archetypes based on business objectives, challenges, and KPIs
• Develop and execute tailored journeys/plans for customer segments- outlining clear objectives, milestones, and success criteria
• Monitor customer usage and engagement metrics, identifying opportunities for optimization and improvement against those success criteria
• Provide ongoing training, support, and guidance to customers, empowering them to maximize the value of ActivTrak
• Proactively identify risks and potential issues, implementing mitigation strategies to ensure customer satisfaction and retention
• Act as a voice of the scaled/VSB customer within the organization, advocating for product enhancements and feature requests based on customer feedback
• Collaborate with cross-functional teams, including Sales (Scaled Pod), Product Marketing, Lifecycle Marketing, RevOps, BI, and Customer Education to ensure alignment on customer needs and priorities

Benefits

Work environment: Position is remote within US, minimal travel, limited physical demands