Customer Success Manager (Digital)

• Manage a high-volume, tech-touch book of business using a “one-to-many” approach
• Deliver best practices for workflows and onboarding strategies, based on specific network use cases, innovative engagement approaches, and an understanding of related tools
• Segment your book of business and develop strategic plans that deliver customer value at scale
• Proactively leverage a matrix account team to develop and manage sales pipeline and enhance customer relationships and value
• Build and own targeted cadences to effectively drive maturity, and expansion across different customer segments and personas
• Leverage Salesforce to create innovative workflows that automate key account engagement activities
• Understand the Product to teach customers how to use it & recommendations for additional products & services
• Own a number - understand GRR & CSQL metrics & how they play into your Book of Business
• Be innovative & think outside the box when it comes to developing new models that drive user adoption
• Collaborate cross-functionally to create a seamless customer experience for your portfolio and identify upstream/ downstream inefficiencies
• Assist with the development of systems, programs and educational materials that will maximize the performance on all related program metrics
• Lead discussions around forecasting and pipeline status with internal stakeholders

Benefits

• Medical, Dental, and Vision: We offer insurance to team members and eligible partners and dependents, including unlimited virtual mental health and acute medical visits.
• Wellness: Mental health benefits, such as the Employee Assistance Program (EAP) and wellness platform subscription, are available to all team members.
• Flexible Time Off: Take what you need, including volunteer days and mental health days. We also offer 16 paid, company-wide holidays.
• Caregiver Resources: We provide help finding elder care as well as childhood daycare programs.
• Paid Parental Leave: Adoptive parents are included.
• Employee Resource Groups: Join our ERGs to connect and engage with colleagues, like Military Veterans
• Spending Accounts: We offer tax-advantaged health savings accounts (HSAs), flexible spending accounts (FSAs), and commuter benefits
• 401(k) + Employer Match: Enjoy matching and immediate vesting.
• Financial Planning: Receive access to a digital financial planning experience.
• Company-Sponsored Life and AD&D
• Short-Term Disability
• Accident Insurance
• Supplemental Life & AD&D
• Pet Insurance- 2-4 years of customer success or related work experience preferred
• Analytical ability to leverage data to drive creative decisions and recommendations
• 3+ years of professional work experience suggested
• Experience in process development and resource creation/ management
• Experience managing revenue and an ability to learn new technologies
• This position may require 10% travel