Customer Success Manager

Position Overview

We are seeking a proactive, strategic, and customer-obsessed Customer Success Manager (CSM) to join our growing team. This role is responsible for helping customers achieve meaningful business outcomes through the successful adoption and ongoing optimization of our platform.

The ideal candidate is a strong relationship builder who also knows how to drive action. They are comfortable leading conversations with stakeholders at all levels, navigating change, identifying opportunities, and helping customers move from strategy to execution. They bring fresh ideas, challenge the status quo when appropriate, and are energized by helping customers achieve measurable results.

As a Customer Success Manager, you will serve as a trusted advisor to your customers, helping them align platform capabilities with business goals, maximize value, and continuously evolve their programs as their needs change.

Key Responsibilities

Customer Relationship Management

• Serve as the primary point of contact and trusted advisor for an assigned portfolio of customers.
• Build strong relationships with key stakeholders, including business users, administrators, and executive sponsors.
• Develop a deep understanding of each customer's goals, priorities, challenges, and success metrics.
• Establish credibility by providing strategic guidance, industry best practices, and innovative recommendations.

Strategic Customer Success & Outcome Management

• Develop and execute customer success plans aligned to customer objectives and desired business outcomes.
• Lead strategic business reviews, planning sessions, and working meetings that drive measurable progress.
• Help customers prioritize initiatives, maintain momentum, and overcome obstacles that may hinder success.
• Continuously identify opportunities to improve adoption, engagement, and overall program effectiveness.
• Drive accountability by ensuring agreed-upon actions and objectives are executed by all stakeholders.

Change Management & Innovation

• Guide customers through new initiatives, platform enhancements, process changes, and evolving business priorities.
• Help customers embrace new technologies, capabilities, and emerging trends, including AI-powered solutions and automation.
• Encourage continuous improvement by introducing new ideas, best practices, and innovative approaches.
• Partner with customers to evolve their programs over time and maximize long-term value.

Customer Advocacy & Cross-Functional Collaboration

• Act as the voice of the customer internally, sharing feedback, trends, and opportunities with Product, Engineering, Marketing, and Support teams.
• Collaborate cross-functionally to resolve customer challenges and improve the overall customer experience.
• Escalate issues appropriately and ensure customers receive timely communication and resolution.

Retention & Growth

• Drive customer retention by ensuring customers achieve and recognize measurable value from the platform.
• Identify opportunities for expanded adoption, additional use cases, and strategic growth.
• Contribute to long-term customer success strategies that strengthen customer loyalty and advocacy.

Skills & Requirements

Experience

• 2-5 years of experience in customer success, account management, client services, or a related customer-facing role, preferably within the SaaS industry.
• Proven ability to build strong customer relationships and drive customer engagement.
• Experience supporting SMB and/or mid-market customers preferred.

Skills

• Strong interpersonal and communication skills with the ability to build trust and rapport with customers.
• Strong organizational skills and ability to manage multiple customer relationships simultaneously.
• Analytical mindset with the ability to interpret data and identify actionable opportunities.
• Comfortable operating in a fast-paced environment with changing priorities.
• Curious, adaptable, and excited by innovation, technology, and AI-driven solutions.
• Self-starter with a strong sense of ownership and accountability.

Technical Skills

• Experience with CRM platforms such as Salesforce, HubSpot, or similar systems.
• Experience with Customer Success platforms such as Gainsight, ChurnZero, Vitally, or similar tools preferred.
• Comfortable using data, reporting tools, and AI-powered productivity solutions to improve effectiveness and customer outcomes.

Education

• Bachelor's degree in Finance, Business, Marketing, Communications, or a related field, or equivalent practical experience.

What Success Looks Like

In this role, success means:

• Customers consistently achieve their desired business outcomes and recognize the value of our platform.
• Customer adoption, engagement, and retention remain strong across your portfolio.
• Risks are identified early and addressed proactively.
• Customers view you as a trusted advisor rather than a vendor.
• You continuously bring fresh ideas, best practices, and innovative solutions to help customers evolve and grow.
• You create momentum, drive accountability, and help customers turn plans into results.

COMPANY OVERVIEW

Digital Onboarding enables financial institutions to help people and businesses thrive by making it easier for them to stay financially organized and secure. Our digital engagement platform is designed specifically for financial service companies which makes us unique and easy-to-use from the start. We drive customer engagement and satisfaction by using a combination of highly personalized email, text and individually generated websites.

We are a digital team which means we hire the best and brightest from across the country. We like working with intelligent and kind people that fight for great ideas, want to get things done, and think creatively to challenge the status quo.

We are a growing company. All of our employees possess an over-the-top team approach towards achieving our goals. We operate in a dynamic industry that in turn creates a fast-paced environment; contributions are highly encouraged and recognized.

The above listed responsibilities should act as a guideline of expectations for this role and is not meant to be all-encompassing. The duties and responsibilities of this position may change from time to time, at the sole discretion of Digital Onboarding.

This is a full time, exempt position.