Digital Customer Success Manager

Summary

Join Octopus Deploy as a Digital Customer Success Manager (CSM) and support our mid-sized customer base. You will manage a large portfolio of accounts, using data-driven strategies to improve customer engagement and success. This remote role, based in the United States, requires you to build and maintain a digital-first approach to managing accounts, design customer journeys, monitor customer health, and serve as the primary point of contact for email communication. You will also own GRR targets, identify upsell opportunities, and partner with other teams. Octopus Deploy offers a remote-first, transparent, and supportive work environment.

Requirements

• 2+ years of experience in Customer Success, Account Management, or related roles, preferably in SaaS or tech
• Proven experience managing a high volume of accounts through digital channels
• Strong understanding of customer success principles, including adoption and retention strategies
• Excellent communication and interpersonal skills, particularly in email-based engagement
• Data-driven mindset with experience leveraging customer insights and analytics
• Demonstrated ability to achieve retention and growth targets
• Self-motivated and capable of working in a fast-paced, results-driven environment

Responsibilities

• Build and maintain a digital-first, scalable approach to managing a high volume of mid-sized customer accounts
• Design customer journeys using adoption metrics and usage data to personalize touchpoints and outreach campaigns
• Monitor customer health and usage trends, proactively addressing adoption challenges
• Serve as the primary point of contact for email-based communication, offering guidance, support, and recommendations to maximize product value
• Own and deliver on Gross Revenue Retention (GRR) targets
• Identify upsell, cross-sell, and expansion opportunities based on customer needs and adoption patterns
• Partner with Sales, Marketing, and Product teams to align strategies for increased customer satisfaction and account growth
• Utilize customer data and analytics to assess account health and refine engagement strategies
• Regularly report on performance metrics, including adoption rates, churn risk, and revenue retention

Preferred Qualifications

Familiarity with tools like Salesforce, Gainsight, or similar customer success platforms

Benefits

• Remote work
• Company-wide shutdown at the end of December