Digital Customer Success Manager

Digital Customer Success Manager

• Drive onboarding success and product adoption at scale through digital-first customer engagement programs.
• Use product usage data, segmentation, and lifecycle insights to identify risk and trigger proactive outreach.
• Build and optimize automated customer journeys using 1:many digital channels and AI-enabled workflows.
• Partner cross-functionally to deliver consistent, repeatable value across the customer journey.

About the Role 

• Own and continuously improve digital Customer Success programs across onboarding, adoption, and ongoing engagement for scaled customer segments
• Engage customers through 1:many and 1:few digital channels including lifecycle emails, in-app messaging, webinars, office hours, and educational content.
• Monitor customer health, usage signals, and lifecycle milestones to identify risk, drive adoption, and trigger proactive outreach.
• Use analytics and AI-assisted insights to personalize engagement at scale and improve lifecycle performance.
• Support customers in pooled and tech-touch engagement models, escalating to high-touch teams when deeper intervention is required.
• Collaborate with Product and Marketing partners to align customer education, messaging, and engagement strategies.
• Collaborate effectively across global teams and time zones

 We are looking for you if you have 

• 2–5 years of experience in Customer Success, Account Management, Customer Support, or a related SaaS customer-facing role.
• Experience supporting customers through scaled, pooled, or digital Customer Success models.
• Strong understanding of SaaS customer lifecycle concepts, success metrics, and retention readiness signals.
• Strong analytical skills, including the ability to interpret product usage data, segment customers, and translate insights into actionable engagement.
• Comfort working with customer datasets and operational systems (CRM, CS platforms).
• Familiarity with automation and customer engagement tools (email journeys, in-app messaging, webinars, and enablement content).
• Exposure to AI-enabled workflows and tools to support personalization, summarization, and insight generation at scale.
• Excellent written and verbal communication skills, with confidence engaging customers digitally.
• Strong organizational skills and comfort managing multiple customer segments simultaneously.

 Why you should join the SmartBear crew 

• You can grow your career at every level.
• We invest in your success as well as the spaces where our teams come together to work, collaborate, and have fun.
• We love celebrating our SmartBears; we even encourage our crew to take their birthdays off.
• We are guided by a People and Culture organization - an important distinction for us. We think about our team holistically – the whole person.
• We celebrate our differences in experiences, viewpoints, and identities because we know it leads to better outcomes.

Did you know? 

• Our main goal at SmartBear is to make our technology-driven world a better place.
• SmartBear is committed to ethical corporate practices and social responsibility, promoting good in all the communities we serve.
• SmartBear is headquartered in Somerville, MA with offices across the world including Galway Ireland, Bath, UK, Wroclaw, Poland, Ahmedabad and Bangalore India.
• We’ve won major industry (product and company) awards including B2B Innovators Award, Content Marketing Association, IntellyX Digital Innovator and Built-in Best Places to Work.

SmartBear is committed to creating an inclusive workplace for employees where all individuals are treated with respect and dignity. We are an equal opportunity employer and make employment decisions based on merit, qualifications, and business needs. We do not discriminate on the basis of race, color, religion, sex, national origin, age, gender, disability, veteran status, sexual orientation, or any other protected status under applicable laws. We are dedicated to fostering a workplace that reflects a diversity of thought and experience as well as our values of being smart, open, driven, accountable, and curious.

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