Digital Client Success Manager

Who We Are: CBORD and Transact have come together as industry leaders in integrated technology solutions, powering housing, access, foodservice, nutrition, eCommerce, card systems, and innovative payment, mobile credential, and commerce solutions. Our technology supports K-12 and higher education, healthcare, senior living, and business campuses, creating connected campus experiences that simplify operations and enhance lives. With a mobile-centric ecosystem and partnerships with over 1,750 institutions, we are dedicated to improving the student experience across all aspects of campus life.

We are currently searching for qualified candidates for Digital Client Success Manager. Please see the details for the position below.

Title: Digital Client Success Manager

Location: Remote with the US 

Job Description: The Digital Client Success Manager is a specialized role focused on driving engagement, retention, and growth within CBORD’s <$25K client segment.  This is a net new role to our organization and will build an engagement model powered by marketing automation and programmatic outreach.

The Digital CSM role blends healthcare client success expertise with digital marketing sequencing skills to ensure that all clients in this tier experience measurable value from our solutions—without requiring heavy, high-touch engagement.   The Digital CSM will ideally bring knowledge of healthcare food production, patient feeding and point of sale best practices, ensuring communications and campaigns are relevant, timely, and actionable for hospital and healthcare clients.

Key Attributes:

• Resourceful – brings a growth mindset to build this program from the ground up and optimize it over time.
• Mindfully curious – consistently asks “why” to uncover client needs and optimize processes.
• Grit – approaches challenges with creativity, persistence, and adaptability.

Digital Engagement & Marketing Automation

• Build and execute client journey campaigns in HubSpot to drive onboarding, adoption, product education, and renewal activities.
• Develop targeted nurture sequences that drive webinar content and educational materials for operational leaders in healthcare foodservice and patient nutrition.
• Educate clients on CBORD/Transact’s commerce solutions (POS, Cashless, Mobile Ordering) through automated journeys and digital campaigns.
• Monitor engagement analytics to continually refine campaigns and maximize client adoption outcomes.

Client Success Management

• Serve as the main point of success engagement for <$25K clients, ensuring they understand and realize value from CBORD’s solutions.
• Facilitate client education at scale by developing different playbooks across food production, nutritional and commerce workflows.

Healthcare & Industry Best Practices

• Translate healthcare food production and patient feeding best practices into digital assets, campaigns, and recommendations that support clients’ operational goals.
• Ensure that content aligns with the unique needs of acute care and hospital-based foodservice teams.
• Connect Commerce best practices (POS optimization, Cashless convenience, Mobile Ordering workflows) to hospital foodservice operations and patient satisfaction outcomes.

Internal Collaboration

• Partner with Marketing to align HubSpot campaign strategy with broader company initiatives.
• Work closely with Product and Support teams to surface client feedback and ensure <$25K clients are represented in roadmap and service improvements.
• Collaborate with Senior/Strategic CSMs to maintain consistency in messaging and escalation paths.

Experience & Skills

• 2–4 years of experience in Customer Success, Account Management, or Marketing Operations, preferably in SaaS, healthcare technology or commerce/point of sale.
• Hands-on expertise with marketing automation (HubSpot strongly preferred) and CRM systems (Salesforce, MS CRM).
• Understanding of healthcare foodservice and/or patient feeding best practices (hospital operations, clinical nutrition workflows, production systems).
• Strong project management and content development skills - able to create and scale resources that resonate with operational leaders.
• Excellent communication skills, with the ability to simplify complex workflows into clear, actionable messaging.

Education

• Bachelor’s degree in business, Marketing, Nutrition, Healthcare Administration, or related field.

How This Role Fits into the Team Structure

• Level I & Senior CSMs focus on decentralized or middle-market accounts, requiring more direct relationship management.
• Strategic CSMs manage enterprise and high-value accounts with complex, multi-threaded relationships.
• The Digital CSM complements these roles by ensuring that the long-tail <$25K client base - often underserved in traditional models - receives consistent, value-driven engagement at scale.

This role ensures no client is left behind, regardless of contract size, while delivering consistent, scalable engagement that drives measurable value.

Planning for the Future:

• Employer paid Life Insurance / AD&D / Short-Term
• Voluntary Long-Term Disability Insurance / Term Life Insurance / AD&D 
• Access to FSA Plans & Commuter Benefit Plans 
• 401(k) Savings Plan where the Company Match of $0.50 for each $1 you contribute on the first 8% of pay.
• Both your contribution and the company contribution are immediately 100% vested.
• Access to the Roper Employee Stock Purchase Plan 
• Paid Parental Leave Program.

Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity, or commissions.

Transact + CBORD is an equal employment opportunity employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, protected military/veteran status, or any other protected factor.

As of Aug. 20, 2024, Transact and CBORD have merged to drive innovation and operational excellence across education, healthcare, and corporate markets. You can read more about the merger here: Transact News or CBORD Newsroom.

This position will be responsible for the handling of PHI (personal health information) and/or other types of SPI (sensitive personal information) and will be expected to comply with all applicable laws and internal policies with regards to handling of PHI/SPI.

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