employ - Digital Customer Success Manager
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Requirements
• 2–4 years in a customer-facing SaaS role, ideally in digital / scaled success or high-volume account management. • Experience managing tickets in Salesforce Service Cloud or similar. • Comfort working in a low-touch, high-volume model with reliance on automation and playbooks. • Strong written/verbal communication skills, with the ability to engage customers effectively through digital channels. • Ability to balance competing priorities, multitask effectively, and follow structured processes. • Customer-centric mindset with a passion for delivering value at scale. • Familiarity with Gainsight or other CS platforms preferred.
Responsibilities
• Digital Customer Engagement & Adoption: • Manage an assigned BoB of accounts in which you are responsible for their success, regular 2/quarter account reviews and NPS and CSAT score feedback. • Manage a round robin of high-volume book of JazzHR customers through digital and one-to-many channels (playbooks, templates, webinars, in-app, automated comms). • Proactively engage customers flagged by health scores, churn indicators, or playbook triggers. • Case & Queue Management: • Own resolution of higher-complexity tickets while collaborating with Support and other CSMs. • Contribute to queue coverage by resolving non-assigned customer tickets with speed and quality. • Monitor and maintain service-level expectations for response and resolution times. • Customer Advocacy & Retention: • Act as the customer’s voice internally, sharing trends, blockers, and opportunities with Product, Support, and Revenue teams. • Execute digital playbook strategies to mitigate churn, increase retention, and identify qualified expansion opportunities (CSQLs) for Renewals/Sales. • Monitor and respond to CSAT/NPS surveys, ensuring timely action per playbook guidelines. • Product Knowledge & Enablement: • Stay up to date on product releases, new features, and best practices. • Host live digital office hours, webinars, or Q&A sessions for groups of customers. • Support the creation and improvement of self-service help center and playbook content and automation strategies. • Data-Driven Success: • Leverage Gainsight, Salesforce, and analytics dashboards to track health, adoption, and engagement. • Use customer data to identify risk and opportunity patterns and take action via automated or playbook workflows. • Share reporting and insights to inform internal teams and improve customer outcomes.
Benefits
• Make an impact: Your work will directly shape how thousands of employees experience total rewards at Employ — ensuring programs that attract, engage, and retain top talent across the globe. • Meaningful, mission-driven work: Join a team where operational excellence in HR directly supports Employ’s mission to improve hiring outcomes for both people and businesses. • Remote-first culture: Work from where you’re most productive while staying connected to a collaborative, high-energy team through virtual-first rituals and regular in-person meetups. • Unlimited PTO: Trust-based time off so you can recharge and bring your best self to work. • Comprehensive benefits: Medical, dental, and vision coverage to support you and your family’s health and well-being. • Learning & development programs: Access to training, mentorship, and development resources to grow your skills — from HR operations to total rewards strategy.
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