Note: The job is a remote job and is open to candidates in USA. Digioh is a market-leading SaaS platform specializing in on-site quizzes, personalization, and marketing integrations for major publishers and e-commerce brands. The Manager of Customer Success will lead a team of Customer Success Managers, focusing on customer retention, renewal outcomes, and building scalable processes to enhance the customer experience.
Responsibilities
- Lead, coach, and develop a team of Customer Success Managers through regular 1:1s, performance conversations, and career growth support
- Own the team's retention, renewal, and expansion revenue targets. Build repeatable playbooks and processes that scale without adding headcount
- Manage the full renewal cycle end-to-end, from early risk identification through contract execution, ensuring no renewal is a surprise
- Serve as the senior escalation point for at-risk accounts, coordinating cross-functionally with Support, Product, and Engineering to drive fast resolution
- Carry a direct portfolio of Digioh's most strategic enterprise accounts, leading executive business reviews and building strong stakeholder relationships
- Define and continuously improve core CS processes: onboarding, health scoring, QBR cadences, churn early-warning systems, and renewal workflows
- Embed AI tooling into day-to-day CS operations, from account research and risk detection to communication and reporting, and hold the team accountable to using it
- Partner with Sales on upsell and expansion opportunities, and with Marketing to develop customer advocates and case studies
- Report regularly on team performance, churn risk, NPS/CSAT trends, renewal pipeline, and expansion opportunities to leadership
- Deliver structured, actionable product feedback from customers to Product and Engineering
- Roll up your sleeves wherever needed. This team is still building and you'll be expected to contribute at every level
Skills
- 5+ years of Customer Success experience at a SaaS company
- Minimum 2 years managing a CS team, in a team lead, senior, or player-coach capacity
- Demonstrated ownership of retention, renewal, and upsell targets at an enterprise level
- Strong background in eCommerce, with experience in Shopify or Magento ecosystems, email marketing, and/or on-site CRO for DTC brands
- Proven track record preventing churn and growing accounts
- Active, hands-on use of AI tools in your current workflow. Familiarity with how to apply them across customer communication, account planning, and team operations
- Strong coaching instincts and the ability to develop early-career CSMs
- Excellent executive communication skills across phone, video, and email, with experience presenting in QBRs or EBRs
- Proficient with HubSpot, Asana, and Google Workspace
- Comfortable building and presenting team health metrics to leadership
- Experience building CS infrastructure from scratch at a scaling company
- Familiarity with marketing technology, lead capture, or conversion rate optimization tools
- Experience with Klaviyo, Attentive, or similar eCommerce martech platforms
Company Overview