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Role Description

This role offers an exciting opportunity to lead a high-performing Customer Success team focused on digital-first engagement and scalable growth. The Manager of Digital Customer Success will oversee a geographically distributed team, driving retention, renewals, and adoption across a high-volume portfolio. You will develop strategies to optimize customer health, lifecycle automation, and self-serve experiences while collaborating with Revenue Operations, Finance, Marketing, and Customer Operations. The role requires data-driven decision-making, executive-level communication, and the ability to influence across cross-functional teams. You will have the opportunity to shape processes, build scalable systems, and mentor a team while contributing to predictable revenue outcomes and long-term customer satisfaction. This position is remote within the Eastern or Central U.S. time zones, supporting both domestic and international customers.

• Lead and manage a team of five Customer Success Managers and Team Leads, fostering a culture of high performance and accountability.
• Own renewal forecasting, Net Revenue Retention (NRR), and expansion performance across the digital segment.
• Drive strategies to optimize retention, reduce at-risk accounts, and implement scalable renewal and activation processes.
• Monitor customer health, adoption, and engagement metrics, identifying opportunities for proactive intervention.
• Collaborate cross-functionally to align forecasting, automation, campaign strategy, and operational improvements.
• Support international territories while maintaining consistent execution and playbooks.
• Coach team members on onboarding, product launches, skill development, and performance metrics.

Qualifications

• 5+ years in Customer Success, Account Management, or Retention roles, with 2+ years in people management.
• Proven experience managing renewal forecasting, revenue targets, and lifecycle automation.
• Strong analytical skills and comfort with dashboards, metrics, and performance data.
• Experience in SaaS, EdTech, or managing scaled customer segments is preferred.
• Demonstrated success building and leading geographically distributed teams, including process definition, talent development, and accountability systems.
• Excellent cross-functional collaboration and executive communication skills.
• Ability to manage multiple priorities in a fast-paced, data-driven environment.
• Must be based in Eastern or Central U.S. time zones to align with team and customer schedules.

Benefits

• Competitive salary with on-target earnings between $130,000–$160,000 annually.
• Flexible paid time off and emphasis on work-life balance.
• Comprehensive medical, dental, vision, and orthodontic coverage.
• 401(k) match and equity participation.
• Home office setup stipend and monthly technology stipend.
• Professional development stipend and learning opportunities.
• Paid parental leave, volunteer days, and charitable donation matching.
• Remote work with global team collaboration and a supportive, inclusive culture.