Customer Success Manager

• Hire, coach, and mentor a high-performing team of DCSMs, including App and Webinar specialists
• Oversee 1:many engagement strategies including performance check-ins, group calls, webinars, and in-app engagement
• Own digital client engagement channels such as in-app messaging, client education emails, and automated touchpoints
• Partner with your team to identify upsell opportunities, guide renewal strategies, and ensure smooth handoffs to Sales
• Streamline tools, workflows, and processes to maximize efficiency in a high-volume client environment
• Ensure consistent delivery of education on SEO, digital marketing, and Luxury Presence products
• Monitor KPIs such as client engagement, upsell handoffs, CSAT, GRR, and digital adoption
• Partner with Marketing, Product, Sales, and Engineering to align digital success strategies with product enhancements
• Lead your team and clients through new initiatives, tools, and processes

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