SectorResidential/ Multifamily Real Estate Innovation
Salary80,000 / Year
Our client is looking for a Digital Client Success Manager to build and scale its first digital client success programme.
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.
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"I recently had the pleasure of working with Sarah Baldon and the LMRE team and couldn't be happier with the service she provided. Sarah demonstrated a fantastic understanding of the profile we were looking for, the culture of our company and team, and our overall vision. Her ability to grasp our needs so accurately was impressive.
Throughout the process, Sarah maintained a great level of communication ...
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"We have been engaged with LMRE to help fill a few roles, including complex Enterprise Sales role involving leadership capability in a player-coach capacity. LMRE rose to the challenge. From the very beginning of the engagements, Romey was very attentive to understand the specific requirements for the role, even if some details and capabilities proved to be very specific and nuanced. As requirements evolved through th...
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"Recruitment processes can be long and exhausting, but not with Romey! From our very first conversation, Romey immediately became a friend. She never ceased to amaze me with her attentiveness to our needs and requirements for the role, as well as the seamless and smooth process she provided. She is dedicated, keeps everyone engaged, and displays a high level of professionalism. The candidates she sent us not only tick...
"Romey is extraordinary. She is extremely well-connected within the Contech world, which meant that she was able to bring us high quality candidates for our recent Head of Marketing search right away. We interviewed a handful of Romey's very best prospects, made an offer to our favorite, and hired her -- all within just two weeks. Romey is "hustle" personified, and I'll definitely be working with her again for our next marketing hire."
Chris Boyd, Head of Product at Trunk ToolsClient
"In the current market where any job posting gets hundreds of applications, many of which are not qualified or have a background in completely different roles, Romey was a crucial ally in getting through the noise to find great candidates. Given her experience in the ConTech space, you can expect that Romey will provide you with candidates that have both industry AND role experience, which makes the process so much more enjoyable and productive."
"I recently had the pleasure of working with Sarah Baldon and the LMRE team and couldn't be happier with the service she provided. Sarah demonstrated a fantastic understanding of the profile we were looking for, the culture of our company and team, and our overall vision. Her ability to grasp our needs so accurately was impressive. Throughout the process, Sarah maintained a great level of communication with both us and the candidate, ensuring everyone was on the same page. Thanks to her efficiency and expertise, we were able to move from the first interview to an accepted offer within a week. Her ability to quickly find a candidate who suited our needs perfectly was a huge help."
Sherif Hassan, VP of Market Expansion at Re-LeasedClient
"I recently had the pleasure of working with Sarah Baldon and the LMRE team and couldn't be happier with the service she provided. Sarah demonstrated a fantastic understanding of the profile we were looking for, the culture of our company and team, and our overall vision. Her ability to grasp our needs so accurately was impressive.
Throughout the process, Sarah maintained a great level of communication with both us and the candidate, ensuring everyone was on the same page. Thanks to her efficiency and expertise, we were able to move from the first interview to an accepted offer within a week. Her ability to quickly find a candidate who suited our needs perfectly was a huge help.
I highly recommend Sarah for her outstanding recruitment services. Her professionalism, dedication, and excellent communication skills made the entire process smooth and successful."
Mike Pettinella, Chief Revenue Officer at OnSiteIQClient
"We have been engaged with LMRE to help fill a few roles, including complex Enterprise Sales role involving leadership capability in a player-coach capacity. LMRE rose to the challenge. From the very beginning of the engagements, Romey was very attentive to understand the specific requirements for the role, even if some details and capabilities proved to be very specific and nuanced. As requirements evolved through the sourcing process, she was adaptable and helpful. Thanks to her contributions we were able to find the right hire for the role. I would recommend working with LMRE to fill complex sales roles."
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"Recruitment processes can be long and exhausting, but not with Romey! From our very first conversation, Romey immediately became a friend. She never ceased to amaze me with her attentiveness to our needs and requirements for the role, as well as the seamless and smooth process she provided. She is dedicated, keeps everyone engaged, and displays a high level of professionalism. The candidates she sent us not only ticked all the boxes but also came prepared and excited for the interviews, thanks to her guidance. Romey was always there to swiftly lead us to the finish line."
