Digital Touch CSM

At Phocas, we make people feel good about data. Our software helps businesses get fast, intuitive insights that drive better decisions. We’re a global SaaS company with industry-leading retention, deeply loyal customers, and a culture built on trust and autonomy.

We believe great customer experiences don’t happen by accident. They’re designed thoughtfully, empathetically, and at scale.

As Digital Touch Customer Success Manager, you’ll own the end-to-end digital engagement strategy for our Very Small Business (VSB) customers. Your mission: help customers succeed at scale by blending smart, data-driven digital programmes with timely human interaction.

You’ll drive retention, adoption, and expansion through digital engagement, knowing exactly when to step in personally for risk scenarios, adoption challenges, or growth conversations. By balancing automation with human touch, you’ll directly contribute to churn reduction, sustainable growth, and a consistently great customer experience.

• Design, build, and continuously optimise a scalable digital touch program for VSB customers
• Use customer data and engagement signals to trigger campaigns, identify risk, and prompt targeted human outreach
• Drive retention by reinforcing value digitally and intervening with at-risk or complex customers
• Increase product adoption through self-service onboarding, education, and enablement campaigns
• Support customers through adoption challenges, renewal risks, and major product changes
• Work closely with Marketing, Product, Sales, and Support to deliver a seamless digital and human customer experience
• Evaluate and refine tools, channels, and messaging to strike the right balance between efficient automation and personalised support

We’re Looking For:

• Strong customer focus, with a proactive approach to driving value and identifying risk
• Experience with digital engagement, automation, and lifecycle communication
• Confidence moving between automated messaging and personal customer conversations
• Ability to work autonomously, manage priorities, and own outcomes end-to-end
• Comfort experimenting, iterating, and improving in a dynamic environment
• Proven ability to lead and sustain a program of work: setting objectives, prioritising initiatives, tracking progress, and driving accountability
• A collaborative approach and strong cross-functional partnering skills

Phocas is an Accredited Employer and typically we are strong supporters of international talent, but due to current visa settings and processing times, we can only consider applicants with current NZ working rights.

Why Phocas?

• A genuinely people-first culture
• The opportunity to design and own a high-impact program from end to end
• A growing global customer base where your work scales real value

• A friendly, collaborative team that values trust, autonomy, and continuous improvement. 
• Opportunity to design and own a high-impact program from end to end. 
• Spacious, centrally located offices and flexible working options 

Phocas is an Equal Opportunity Employer.
All qualified applicants will receive consideration without regard to race, colour, religion, sex, national origin, sexual orientation, gender identity, disability, or veteran status.

Recruiters, please note: We don’t accept unsolicited agency resumes

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