Scaled Customer Success Manager (Digital)

Salary

Core Qualifications

Preferred Qualifications

Key Responsibilities

• •Define the digital journey for Scaled customers, mapping lifecycle stages and signals.
• •Ship lifecycle programs such as in-app nudges, email sequences, automated playbooks, webinars, community programs, and churn-save plays every 2–4 weeks.
• •Analyze complex platform usage data to find correlations between behavior and retention, translating insights into health scores and automated triggers.
• •Assist with designing the Customer Hub, incorporating data points, personalized insights, AI CSM, and support ticketing.
• •Operationalize in Vitally, Salesforce, and Hex with health scores, segment plays, expansion triggers, renewal motions, and churn signals.
• •Partner with Product on activation surfaces, onboarding flows, and in-product messaging.
• •Build lifecycle automations in n8n to find product gaps and serve as reference customer stories.