[Hiring] Digital Customer Success Manager @Higher People

Role Description

The Digital Customer Success Manager will own the full digital customer success book of business end to end, managing a portfolio of up to 2000+ small business accounts. Responsibilities include:

• Spent 4-6 years in Customer Success, Digital or Scaled Customer Success, or Account Management
• Managed a digital or scaled book of business, not just a segment of a larger portfolio, in a previous role
• Owned and prioritized across a portfolio of up to 1500 accounts
• Used data and account health signals to prioritize outreach and drive proactive action
• Operated with high autonomy in a fast-paced, remote environment

Is this you?

• Hold full accountability for the health of the book, inclusive of retention, adoption, usage, and churn
• Lead churn conversations directly, including the hard ones, and drive save plans to keep accounts rather than handing them off
• Serve as the single point of accountability for expanding product usage, not just onboarding, across the portfolio
• Stay ahead of the book proactively, flagging and acting on risk before it becomes a churn conversation
• Track account health, usage trends, and engagement signals to prioritize outreach and catch risk early
• Maintain accurate account data, engagement history, and health status in Salesforce and CS tooling

Digital Engagement & Process Building:

• Partner with the Digital Customer Marketing Manager to build and refine the digital engagement motions, including email campaigns, in-app guidance, webinars, and self-serve resources
• Ensure the process and content are in place to run scaled engagement effectively, identifying gaps and closing them
• Continuously improve playbooks and workflows as the digital book grows

Customer Adoption & Retention:

• Drive product adoption and proactive engagement across the digital portfolio
• Identify at-risk accounts early and execute retention strategies before issues escalate
• Surface expansion and growth opportunities within the book

Cross-Functional Partnership:

• Collaborate with the broader Customer Success team, Support, and Product to improve outcomes for digital accounts
• Bring customer feedback and portfolio-level insights back to the team to inform product and process decisions

Qualifications

• Worked in Fintech, HR Tech, Payroll, Benefits, or a PE-backed SaaS environment
• Used Salesforce and CS platforms such as Gainsight or ChurnZero
• Helped build or refine scaled or digital CS programs from the ground up
• Partnered with Marketing or Content teams to develop customer-facing engagement materials

Benefits

• Competitive salary.
• Flexible PTO. No accrual caps, no counting days. Take the time you need.
• 10 paid holidays, including both Christmas Eve and New Year's Eve.
• Comprehensive health coverage: Medical through Blue Cross Blue Shield of Texas (PPO and HDHP options, HSA-eligible with employer contribution), plus dental and vision through MetLife.
• FSA, Basic Life/AD&D, and an Employee Assistance Program (EAP).
• 401(k) with a 100% match up to 3% of your salary, through Mutual of America. Eligible after 90 days.
• A team that lives its values: Humility, grit, and a genuine drive to raise the bar, every day.

At this time, we do not provide sponsorship for employment-based visas (e.g., H-b, L-1, TN, etc.). Therefore, candidates must already possess the right to work in the United States without the need for employment-based visa sponsorship now or in the future.

Company Description

We are a digital platform offering an easy and convenient way to access on-demand earnings early. Available at no cost to employers, our app-based on-demand pay solution helps relieve the financial stress that many employees experience on a daily basis.

The team is passionate about our mission to improve financial wellness and boost business productivity.