Digital Success Manager

Location - Hyderabad

Level - Support Level

Department - Customer

Working Pattern - Work from Office

Job Summary

We are seeking a Digital Success Manager who is responsible for driving customer adoption, engagement, and retention across a digital-first customer segment. This role operates at scale, using data, automation, and digital touchpoints to deliver proactive success outcomes across a large portfolio of accounts - without relying on high-touch, one-to-one engagement for every interaction.

Responsibilities

• Own the end-to-end digital customer journey for a defined customer segment (typically SMB or low-ARR accounts), from onboarding through renewal and expansion.
• Design and execute automated lifecycle campaigns (email, in-app, webinars) that drive product adoption and feature awareness at scale.
• Monitor customer health scores and usage data to identify at-risk accounts and trigger appropriate digital or human interventions.
• Collaborate with CS, Product, and Marketing teams to develop self-serve resources including knowledge bases, video tutorials, and help content.
• Manage and continuously optimise digital engagement programs using tools such as Gainsight, Totango, HubSpot, or similar platforms.
• Analyse cohort data and engagement metrics to identify trends, surface insights, and iterate on program performance.
• Triage and escalate accounts appropriately when digital engagement signals indicate the need for human-led outreach.
• Support onboarding at scale through guided in-app experiences, automated check-in sequences, and digital office hours or webinars.
• Partner with Renewals and Sales to flag expansion signals or churn risk within the digital segment.

Skills and Experience

• 3-5 years of experience in Customer Success, Account Management, or a related SaaS role.
• Demonstrated experience managing or contributing to a digital/tech-touch CS program.
• Comfort working with customer health data, CRM platforms, and CS automation tools.
• Strong written communication skills - able to craft compelling, scalable messaging for diverse customer segments.
• Analytical mindset with the ability to interpret data and translate it into actionable program changes.
• A customer-first orientation with the ability to drive outcomes without relying solely on direct relationship management.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.