Digital Client Success Manager

About the Role
  
Our client is looking for a Digital Client Success Manager to build and scale its first digital client success programme. This is a high-impact, hands-on role focused on creating tech-touch and low-touch engagement strategies for a high-volume customer portfolio.
The successful candidate will design scalable customer journeys, implement the right tools and processes, use data to identify risks and opportunities, and develop automated engagement programmes that improve adoption, retention and growth. This role is ideal for someone who enjoys building programmes from the ground up and working in a fast-evolving environment.
  
Key Responsibilities

• Build and launch a scalable digital client success strategy, including customer segmentation, journey mapping and engagement models.
• Develop automated and semi-automated programmes across onboarding, adoption, renewals, expansion and re-engagement.
• Evaluate and implement Client Success, CRM and marketing automation tools to support scaled customer engagement.
• Use customer data, usage trends and health scoring to identify risks, opportunities and areas for improvement.
• Create scalable outreach through email, in-app messaging, webinars and self-service resources.
• Establish KPIs and reporting to measure adoption, retention, growth and overall programme effectiveness.
• Develop triggers and escalation processes for customers requiring direct human intervention.
• Partner with Client Success, Sales, Marketing, Product, Operations and Training teams to deliver a consistent customer experience.
• Continuously test and refine segmentation, campaigns, tooling and processes based on performance data.

Requirements

• 3+ years’ experience in Client/Customer Success, Account Management or a related role.
• Experience working with digital, tech-touch, low-touch or one-to-many customer success models.
• Proven experience designing and delivering lifecycle engagement programmes at scale.
• Experience evaluating or implementing Client Success, CRM or marketing automation platforms.
• Strong analytical skills, including using customer data and health scoring to prioritize actions across large portfolios.
• Experience building new programmes, processes or functions from the ground up.
• Strong written and verbal communication skills, with the ability to create effective customer-facing content.
• Comfortable working autonomously and navigating ambiguity in a growing environment.
• B2B SaaS experience and familiarity with digital CS, automation or in-product engagement platforms would be advantageous.