Manager, Customer Success (Digital First/Mid-Market)

Aline is the bridge between senior care and technology, built to strengthen connection where it matters most. Our all-in-one platform brings together sales, marketing, operations, and engagement tools, empowering senior living communities to work smarter, communicate clearly, and deliver care with heart. 

That’s why everything we build is designed to support stronger collaboration, seamless workflows, and more meaningful experiences for residents, families, and care teams alike. This role leads the strategy and execution of Aline’s digital-first Customer Success model while managing a team of CSMs supporting lower mid-market accounts. The manager is responsible for scaling proactive engagement through tech-touch and hybrid programs, driving adoption, improving retention, and ensuring efficient coverage across a high-volume book of business.

This leader will balance automation and personalization, building programs that scale.

This role is critical to scaling retention efficiently, ensuring customers get value without requiring high-touch coverage, while creating a clear path to grow customers into higher engagement tiers.

Requirements

Digital-First Strategy & Execution

• Own the rollout and optimization of the digital CS model
• Design scalable engagement programs (email, in-app, webinars, campaigns)
• Define tech-touch journeys by lifecycle stage (onboarding, adoption, renewal)
• Implement triggers and success cycles based on customer behavior and health
• Partner cross functionally to automate workflows and reporting
• Continuously test and optimize digital programs for impact

People Leadership

• Manage and coach:
  • Digital-first CSMs
  • CSMs supporting lower mid-market accounts
• Set performance expectations around:
  • Retention
  • Adoption
  • Renewal execution
• Develop team skills in:
  • Data-driven outreach
  • Value-based messaging
  • Scaled engagement best practices
  • Build career paths for CSMs transitioning between digital and high-touch roles

Customer Outcomes

• Own retention and expansion performance for:
  • Digital book of business
  • Lower mid-market segment

• Reduce churn through:
  • Scaled onboarding programs
  • Time-to-value accelerators
  • Lead save motions for at-risk digital accounts
  • Identify expansion signals within the segment
• Operational Excellence
  • Build segmentation and coverage models
• Standardize:
  • Success Cycles
  • Success plans (scaled version)
  • Define engagement SLAs by segment
  • Cross-Functional Partnership
• Sales:
  • Optimize handoff motions
  • Partner on expansion opportunities
• Marketing:
  • Scale adoption campaigns
  • Drive advocacy programs
• Product:
  • Aggregate feedback from digital accounts
  • Influence roadmap priorities
• Support:
  • Improve deflection
  • Monitor ticket trends impacting churn
  • Data & Insights
• Own reporting on:
  • Digital retention
  • Engagement metrics
  • Program effectiveness
  • Adoption trends
• Turn insights into:
  • Program improvements
  • Coverage adjustments
  • Save strategies
  • Success Metrics
  • Gross retention (digital + mid-market)
  •  Net revenue retention
  • Adoption rate
  • Renewal forecast accuracy
  • Engagement program performance
  • Cost-to-serve efficiency
  • Team productivity

Qualifications

• 5+ years in Customer Success
• 2+ years managing CSMs
• Experience building or scaling digital CS programs
• B2B SaaS experience
• Strong operational mindset
• Comfortable managing high-volume books of business
• Experience with CS platforms and automation

Nice to Have

• Marketing automation experience
• Lifecycle marketing background
• Experience with PLG or hybrid CS models
• Change management experience