Digital Customer Success Manager

As Digital Customer Success Manager, you'll own a portfolio of customers, helping them adopt the platform, improve engagement, and get the most from their investment. You'll work proactively to increase retention, identify opportunities for upselling and cross-selling, and continually look for smarter ways to improve the customer experience. It's a role for someone who enjoys working at pace, thinking on their feet, and bringing fresh ideas to the table.

If you like having the freedom to make decisions, enjoy solving problems, and want to play a key role in a growing software business, this is an opportunity to make a real impact while developing your career.


Who’s it for and what’s in it for you?
Our client builds tech that helps organisations keep their people safe, healthy and properly supported at work. Their software brings together everything from workplace health and safety to training, compliance and employee records, helping businesses in high-risk industries spend less time on admin and more time looking after their people.
 
Speaking of looking after their people, that's exactly what this company does too. You'll join a rapidly growing team that's full of the best and brightest people in the industry, perfect for someone wanting to make a real impact and grow their career at the same time.


What will your day to day look like?
You’ll manage the post-sale customer journey for a portfolio of SMB and mid-market accounts, helping customers onboard smoothly, adopt the platform and continue seeing value over time.

• Own the customer journey from onboarding through to renewal
• Run digital onboarding activity to help customers reach value quickly
• Monitor product usage, adoption milestones and customer health scores
• Proactively engage customers who need extra support
• Lead renewal conversations and identify expansion opportunities
• Build scaled engagement programmes such as email campaigns, webinars and in-app messaging
• Use CRM and customer success tools to trigger the right touchpoints at the right time
• Create and improve self-service resources with Support, Product and Marketing
• Analyse engagement data to improve playbooks and reduce churn
• Capture customer feedback and share insight with Product, Sales and Marketing
• Partner with Sales on upsell opportunities within your customer base
• Support wider customer success projects, process improvements and playbook development

You’ll play an important role in improving retention, increasing adoption and helping customers get more value from software that supports safer, more compliant workplaces.


This role will suit you if you…

• Have 2–3 years’ experience in Customer Success, Account Management or a similar customer-facing SaaS role
• Have experience in Digital Customer Success or scaled customer engagement
• Are comfortable managing a high-volume customer portfolio
• Understand tech-touch, one-to-many programmes and lifecycle automation
• Can use product usage data, dashboards and customer health scores to guide decisions
• Have strong written communication skills and can create clear, helpful customer messaging
• Are confident supporting renewals, expansion opportunities and churn reduction activity
• Understand NRR, GRR, customer retention and customer health metrics
• Have experience using CRM or customer success platforms
• Work well with Sales, Product, Marketing, Support and Onboarding teams
• Are proactive, analytical and comfortable improving processes as you go
• Enjoy helping customers get more value from software over time

Think this could be your next role?
Then we’d love to hear from you! If you’re interested in applying or would like to see the full job description for this role, please get in touch with Sefi on persephone.kennedy@fmctalent.com


The fine print
Reference number: 22767
Temporary or Permanent: Permanent
FMC contact for this role: Persephone Kennedy