[Hiring] Digital Customer Success Manager @LeanData

Role Description

As a Digital CSM, you will own a portfolio of 250–300 smaller commercial accounts and will be the architect and operator of a scaled, AI-augmented coverage model. This is not a traditional CSM role. You won't be meeting and defining outcomes, driving adoption and engagement, educating on the product, solving issues or advising - the agents will. AI agents handle health scoring, risk detection, opportunity identification, and call prep (as needed). You handle the moments that machines can't:

• Re-engaging at-risk customers
• Spotting expansion opportunities
• Translating LeanData's value into language that sticks
• Inspiring customers to do more with LeanData

This role is ideal for someone who is energized by scale, comfortable building and operating AI tools, and motivated by the challenge of building something new — not inheriting a playbook.

What You'll Own

• Portfolio Health & Retention
  • Own retention outcomes across a 250–300 account digital portfolio, with AI agents as your first line of monitoring and customer engagement
  • Triage AI-surfaced risk signals and determine when human engagement is required vs. when an automated playbook is sufficient
  • Intervene on churn risk, silent accounts, and adoption drop signals before they become losses
  • Partner with Account Management on expansions
• Adoption & Value Delivery
  • Automate the guidance given to customers to get them towards deep adoption of LeanData's core workflows — routing, matching, and orchestration — as the primary retention lever
  • Use AI-generated summaries and in-product benchmarks to help customers see their value without requiring a live EBR
  • Identify customers who have plateaued in adoption and design targeted re-engagement sequences
• Expansion & Growth Signals
  • Monitor AI-ranked expansion signals and convert top opportunities through self-serve or light-touch engagement
  • Surface multi-threading opportunities in single-stakeholder accounts and introduce LeanData to additional personas
  • Partner with AEs on accounts showing expansion readiness above a defined ARR threshold
• Digital Program Design
  • Contribute to the design and iteration of automated touchpoint sequences, playbooks, and nurture programs for the digital tier
  • Identify gaps where AI coverage is insufficient and flag for human escalation or program improvement
  • Experiment with in-product messaging, video outreach, and community-led engagement as low-cost, high-scale channels

Qualifications

• 1-3 years of Consulting, Customer Success, Account Management, or related experience in B2B SaaS
• Analytical mindset: able to interpret health score trends, usage data, and risk signals to prioritize action
• Comfort operating with AI tools, automation platforms, and data-driven workflows; enhance and build new agents that are needed
• Strong understanding of RevOps, Marketing Ops, and GTM Ops, key workflows, and empathy for the challenges faced by the people running these operations
• Strong written communication: you'll do more via email, video, and async channels than on live calls
• Experience with running a book of business in a data-driven manner through a CS platform

Requirements

• Demonstrated ability to manage a high-volume account book (100s of accounts) with strong retention outcomes
• You've worked in a scaled or digital CS model before and know the difference between coverage and connection and when to apply the appropriate touch
• You're excited about AI as a force multiplier and have used AI to build things to make yourself more efficient and or to improve the customer experience
• You think in portfolios, not individual accounts — you make triage decisions, not just relationship decisions
• You have a bias for building: you'll improve playbooks, flag gaps, and contribute to a model that doesn't fully exist yet
• Salesforce proficiency

Benefits

• LeanData covers employee insurance premiums up to 90%
• Stock options in LeanData for all full-time employees
• Flexible PTO
• 401K plan