[Remote] Digital Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. insightsoftware is a global provider of reporting, analytics, and performance management solutions that empower leaders from over 32,000 organizations. They are seeking a Digital Customer Success Manager to lead the strategy and execution of digital-first customer engagement initiatives, focusing on building and scaling programs that drive adoption, retention, and expansion across their customer base.ResponsibilitiesDesign and execute automated customer journeys across the full lifecycle:Build and optimize onboarding sequences that accelerate time-to-value across multiple product familiesDevelop adoption campaigns triggered by telemetry and usage data to drive feature engagementCreate retention and expansion campaigns targeting specific customer segments and behaviorsDesign win-back flows for at-risk and dormant customersContinuously analyze campaign performance metrics and iterate based on dataBuild playbooks and automation workflows in Totango (or similar CS platforms)Integrate campaigns across email, in-app messaging, community, and other digital channelsCoordinate with cross-functional teams (Product, Marketing, Support, Sales) to ensure message consistencyEstablish KPIs including reach, engagement, conversion, and business impact (NRR, GRR, churn reduction)Define what customer problems AI agents should solve and how they should delight customersDesign the customer experience for AI-powered email responses, proactive outreach, and intelligent recommendationsMap customer touchpoints where AI intervention creates value vs. where human CSMs are essentialEstablish success criteria, KPIs, and measurement frameworks for AI agent performanceCreate the strategic roadmap for phased rollout across customer segments and product familiesPartner with IT and AI Ops teams to translate customer experience requirements into technical specificationsWork with data engineering to identify required data sources, triggers, and integration pointsTest pilot programs with select customer cohorts and gather feedback to refine the approachDocument use cases, expected outcomes, and customer journey maps that guide technical developmentStay current on AI developments in customer success and evaluate emerging capabilitiesDesign in-app messaging strategies leveraging WalkMe or similar digital adoption platformsDevelop contextual tooltips, smart tips, feature announcements, and value promptsImplement in-app NPS and feedback collection to measure customer sentiment in real-timeCreate webinar promotion banners and welcome shoutouts that drive engagementPartner with Product and UX teams to ensure in-app experiences align with product roadmapSkills3-5 years in digital customer success, customer marketing, or marketing automation in B2B SaaSProven track record designing and executing lifecycle campaigns at scale (1,000+ customers)Deep hands-on experience with customer success platforms (Totango, Gainsight, ChurnZero, or similar)Strong technical aptitude with ability to learn complex software products quicklyExperience integrating multiple systems (CRM, CS platforms, marketing automation, data warehouses)Data-driven decision maker who uses analytics to drive program optimizationAbility to build customer segmentation strategies and personalized journeysExperience tracking leading and lagging indicators (reach KPIs, effect KPIs, ROI KPIs)Comfortable working with telemetry data, health scores, and behavioral triggersStrong project management skills with ability to manage multiple initiatives simultaneouslyStrategic thinker who can envision how AI can delight customers and solve real problemsAbility to translate customer needs into requirements that technical teams can buildUnderstanding of what AI agents can and can't do—where automation adds value vs. where humans are essentialExperience partnering with technical teams (IT, Engineering, Data) to bring customer-facing solutions to lifeCuriosity about AI developments in customer success with ability to evaluate and apply new capabilitiesExcellent written communication skills—you'll be crafting customer-facing campaignsCross-functional influencer who can build bridges with Product, Engineering, Marketing, Sales, and SupportAbility to navigate ambiguity and drive projects forward without perfect informationComfortable presenting strategy and results to senior leadershipExperience in a multi-product SaaS environment with diverse customer baseBackground in product-led growth or digital-first companiesFamiliarity with digital adoption platforms (WalkMe, Pendo, Appcues)Customer success or customer marketing experience in AI/ML product companiesMarketing automation platform expertise (Pardot, Marketo, HubSpot)Experience designing customer experiences that blend automation with human touchpointsBenefitsFor non-sales roles, you may be eligible for a bonus.For sales roles, this range includes a commission target.Background checks are required for employment with insightsoftware, where permitted by country, state/province.Company Overviewinsightsoftware is the most comprehensive provider of solutions for the Office of the CFO. It was founded in 2018, and is headquartered in Raleigh, North Carolina, USA, with a workforce of 1001-5000 employees. Its website is https://www.insightsoftware.com.