Manager, Digital Customer Success
Employ
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Lead and scale JazzHR digital customer experience strategy aligned to company goals and customer needs.
- Lead and coach the Digital CS team to drive performance, accountability, and team development.
- Act as a voice of the customer and subject matter expert in digital success, identifying experience gaps and championing improvements across the org.
- Represent Digital CS in cross-functional planning with Product, Marketing, RevOps, and Support to ensure aligned execution and strategy.
- Stay ahead of trends in AI, automation, and digital success to continuously enhance our service model.
- Own and enforce service-level adherence, queue health, and prioritization workflows to ensure timely and consistent customer engagement.
- Monitor and optimize key digital CS KPIs (e.g., time to resolution, deflection rate, bot engagement, churn indicators).
- Create systems and processes that promote ownership, responsiveness, and transparency across all levels of the team.
- Lead recurring business reviews and reporting to highlight impact, risks, and opportunities.
- Identify automation and tooling enhancements that reduce manual burden and improve the customer experience.
- Own the strategy and execution for case deflection, including chatbot optimization, help article development, and proactive in-app messaging.
- Partner with Product and Support to identify friction points and prioritize self-service resources that drive measurable efficiency gains.
- Enablement & Change Leadership: Develop and deliver training programs, SOPs, and playbooks to support team adoption of new tools, processes, and automation.
- Lead change management efforts to roll out enhancements effectively, gather team feedback, and iterate.
- Foster a high-trust, feedback-oriented culture focused on delivering value and driving outcomes.
Requirements
- Bachelor’s degree in a relevant field; advanced degree a plus.
- 3+ years managing high-volume, high-growth digital-first low touch or hybrid CS teams with ideally experience with diverse customer base mix, including both standard annual SaaS customers and non-termed customers on shorter-term contracts, requiring tailored engagement and retention strategies.
- 5+ years of experience in customer success or account management
- PE and M&A experience
- Proven success building and scaling operational systems and digital automation strategies in a SaaS environment.
- Strong understanding of digital CS tools and analytics (e.g., Gainsight, Salesforce, chatbot platforms, reporting dashboards).
- Experience driving cross-functional collaboration and aligning multiple stakeholders around a shared customer vision.
- Exceptional organizational, communication, and leadership skills with a bias toward action and ownership.
- A passion for process improvement, customer-centricity, and building empowered, engaged teams.