Digital Customer Success Manager

As the Digital CSM you’ll be involved in all aspects of managing the long-tail, scaled, digital customer base.

• 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.

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

Benefits

Work environment

• Position is remote within US
• Minimal travel
• Limited physical demands 

This is an incredible opportunity to embark on an exciting journey with a dynamic, VC-backed company.  If you have a proven track record of creative thinking, a drive for learning, and a deep commitment to collaboration, we want to talk to you! 

ActivTrak is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. ActivTrak does not discriminate on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, marital status, disability, age, protected veteran status, gender identity or any other factor protected by applicable federal, state or local laws. #LI-REMOTE