[Hiring] Digital Customer Success Manager @Employ

Role Description

As a Digital / Low-Touch Customer Success Manager , you will play a critical role in scaling our JazzHR customer experience. You’ll manage a broad book of business, leveraging automation, playbooks, and digital engagement strategies to help customers onboard successfully, adopt product features, and realize value.

Unlike traditional CSM roles, this position emphasizes high-volume, digital-first engagement over 1:1 account management. You’ll partner closely with Support and Renewals to ensure customers receive fast, proactive, and consistent outcomes at scale.

What You'll Do

• Digital Customer Engagement & Adoption:
  • Manage an assigned BoB of accounts in which you are responsible for their success, regular 2/quarter account reviews and NPS and CSAT score feedback.
  • Manage a round robin of high-volume book of JazzHR customers through digital and one-to-many channels (playbooks, templates, webinars, in-app, automated comms).
  • Proactively engage customers flagged by health scores, churn indicators, or playbook triggers.
• Case & Queue Management:
  • Own resolution of higher-complexity tickets while collaborating with Support and other CSMs.
  • Contribute to queue coverage by resolving non-assigned customer tickets with speed and quality.
  • Monitor and maintain service-level expectations for response and resolution times.
• Customer Advocacy & Retention:
  • Act as the customer’s voice internally, sharing trends, blockers, and opportunities with Product, Support, and Revenue teams.
  • Execute digital playbook strategies to mitigate churn, increase retention, and identify qualified expansion opportunities (CSQLs) for Renewals/Sales.
  • Monitor and respond to CSAT/NPS surveys, ensuring timely action per playbook guidelines.
• Product Knowledge & Enablement:
  • Stay up to date on product releases, new features, and best practices.
  • Host live digital office hours, webinars, or Q&A sessions for groups of customers.
  • Support the creation and improvement of self-service help center and playbook content and automation strategies.
• Data-Driven Success:
  • Leverage Gainsight, Salesforce, and analytics dashboards to track health, adoption, and engagement.
  • Use customer data to identify risk and opportunity patterns and take action via automated or playbook workflows.
  • Share reporting and insights to inform internal teams and improve customer outcomes.

Qualifications

• 2–4 years in a customer-facing SaaS role, ideally in digital / scaled success or high-volume account management.
• Experience managing tickets in Salesforce Service Cloud or similar.
• Comfort working in a low-touch, high-volume model with reliance on automation and playbooks.
• Strong written/verbal communication skills, with the ability to engage customers effectively through digital channels.
• Ability to balance competing priorities, multitask effectively, and follow structured processes.
• Customer-centric mindset with a passion for delivering value at scale.
• Familiarity with Gainsight or other CS platforms preferred.

Requirements

• $67,760 - $84,700 a year
• This range reflects the scope of the role across the U.S. and is informed by market data, internal equity, and the responsibilities of the position.
• Your final offer will consider your unique skills, experience, and location. In addition to base salary, total compensation may include performance bonuses, equity, and a comprehensive benefits package.

Benefits

• Make an impact: Your work will directly shape how thousands of employees experience total rewards at Employ.
• Meaningful, mission-driven work: Join a team where operational excellence in HR directly supports Employ’s mission to improve hiring outcomes.
• Remote-first culture: Work from where you’re most productive while staying connected to a collaborative team.
• Unlimited PTO: Trust-based time off to recharge.
• Comprehensive benefits: Medical, dental, and vision coverage.
• Learning & development programs: Access to training, mentorship, and development resources.