Scaled Customer Success Manager

As a Scaled Customer Success Manager, you will drive scaled, data-informed customer engagement using digital channels and automation. You’ll guide customers through key stages of their journey using self-service tools, lifecycle communications, and proactive playbooks. While much of the engagement happens through digital programs, you’ll also respond to direct customer inquiries and step in personally when accounts are off-track—whether by initiating 1:1 outreach, triaging issues, or connecting customers with the right internal experts. This hybrid model ensures every customer gets the right level of support at the right time.

What you will own:

• Partner with and Execute Digital Success Strategies: Design and implement digital-first customer success programs and initiatives that leverage online resources, self-service education, email campaigns, webinars, and other digital communication channels.
• Drive Digital Adoption and Engagement: Proactively engage with customers through digital platforms to encourage adoption of key features, products, and services, and ensure they effectively leverage our digital resources.
• Monitor and Manage Off-Track Accounts: Use digital analytics, behavioral signals, and CRM tools to track customer engagement and identify when accounts are off-track or at risk. Based on the context and severity, respond with the appropriate intervention, ranging from automated outreach and digital playbooks to direct 1:1 follow-up, including triaging with internal experts or escalating to technical teams when needed.
• Assist with Curation and Enhancement of Digital Resources: Partner with Marketing to shape, develop, and maintain high-quality online resources such as FAQs, knowledge base articles, video tutorials, and community forums, empowering customers to find solutions independently.
• Drive Participation In Our Online Customer Communities: Foster vibrant participation in our online customer community through active participation, content moderation, and community-building initiatives in coordination with other Posit Departments.
• Develop Scalable Digital Communication: Work with Marketing to design and execute automated and personalized digital communication strategies, including onboarding sequences, product updates, and value-driven content, to nurture customer relationships at scale and guide customers towards value realization.
• Analyze and Report on Digital Success Metrics: Track and analyze key digital customer success metrics (e.g., Time to value, % of customers completing onboarding, Product usage and milestone achievement, and % of at-risk accounts with triggered interventions) to measure the effectiveness of digital initiatives and identify areas for improvement.
• Collaborate Cross-functionally: Partner with Marketing, Product, and Support teams to ensure a seamless and consistent digital customer experience across all touchpoints.
• Champion the Digital Customer Voice: Gather customer feedback from digital channels and advocate for improvements to our products, resources, and overall online experience.
• Onboard and Educate Digitally: Design and deliver engaging digital onboarding programs to ensure new customers quickly understand and adopt our offerings.

A bit about you:

• Experience in Customer Success, Professional Services, Account Management, or Support.
• Experience with training delivery/enablement.
• Proven ability to develop and execute successful digital customer engagement strategies.
• Strong understanding of digital communication channels, online community platforms, and CRM systems.
• Experience creating and managing online help resources like knowledge bases and FAQs.
• Excellent written and verbal digital communication skills, with the ability to create engaging and informative online content.
• An analytical mindset with the ability to interpret digital data and derive actionable insights.
• Experience with digital marketing automation tools (e.g., Marketo, Hubspot) and email marketing best practices.
• Strong problem-solving skills and the ability to troubleshoot issues related to digital platforms.
• Ability to work independently and manage multiple digital initiatives simultaneously.

Nice to have, but not required:

• Experience with specific CRM or customer success platforms (e.g., Salesforce, Gainsight, Zendesk).
• Familiarity with web analytics tools (e.g., Google Analytics).
• Experience with video creation and editing for online tutorials.
• Active participation in online communities and a strong understanding of community dynamics.

Within 1 month, you will…

• Complete your orientation and onboarding week.
• Learn about our software and the key aspects of driving digital adoption for our customers.
• Meet with team members in Sales, Marketing, Solutions Engineering, and Support to understand the lifecycle of our smaller accounts and the digital customer journey.
• Become familiar with the current digital tools available to customers through online resources.
• Drive meaningful engagement with your customers

Within 3 months, you will…

• Catalogue current digital tools and identify gaps
• Participate in regular team meetings to share learnings and refine your digital adoption strategies for your customer base.
• Become familiar with our internal tools and processes for managing customer relationships and digitally tracking adoption progress.
• Contribute to the creation and curation of digital customer success resources.

Within 6 months, you will…

• Contribute to retention and basic growth targets within your assigned customer base through effective digital engagement.
• Analyze key digital customer success metrics and identify areas for optimization.

Within 12 months, you will…

• Be contributing directly to the team’s success by driving product adoption and supporting customer retention within your assigned accounts through digital strategies.
• Continue to develop your skills in digital customer success and account management.
• Identify and address basic risks and opportunities within your customer base through digital insights.