As a Customer Success Manager, Digital Touch, you will support customer retention, adoption, and engagement across a large digital portfolio of accounts. This role leverages automation, data insights, and targeted customer interactions to ensure customers onboard successfully, utilize the platform effectively, and renew year after year. While operationally supported by digital workflows, this is a customer-facing role that requires strong communication skills, the ability to interpret customer data, and a passion for helping customers succeed.
This role is ideal for individuals early in their SaaS Career, or those with strong customer experience backgrounds who enjoy problem-solving and building customer relationships.
In this role you will get to:- Maintain regular engagement with a large portfolio of Digital Touch accounts through automated workflows, targeted outreach, and customer calls.
- Deliver value-driven customer touchpoints and log all interactions in CRM tools (Salesforce, Totango).
- Monitor account health, usage signals, and churn-risk indicators and escalate or intervene as needed.
- Support renewal readiness by identifying risks early and contributing to retention strategies.
- Assist customers through onboarding milestones to ensure early adoption of key features.
- Facilitate training opportunities through webinars, digital resources, and guided product usage.
- Identify revenue opportunities such as overages or account growth trends and surface insights to leadership.
- Follow established Customer Success playbooks and lifecycle engagement campaigns.
- Collaborate with Senior CSMs, Marketing, Operations, and Leadership on digital engagement initiatives.
- Share customer feedback to help influence product enhancements and process improvements.
Disclaimer The above statements describe the general nature and level of the work performed by people assigned to this work. This list does not cover all possible duties, tasks, or responsibilities. Riverside Insights may amend or change responsibilities to meet the needs of the business and organization as necessary.
RequirementsMust-Have Qualifications
- Bachelor’s degree in business, Marketing, Education, or related field; healthcare or sports tech experience is a plus.
- Experience in SaaS Customer Success, Business Development, Customer Support, or similar customer-facing roles, preferred.
- Experience managing large customer portfolios or scaled customer engagement models.
- Ability to interpret CRM insights and customer data to identify trends and recommend proactive outreach.
- Strong customer communication and relationship-building skills.
- Familiarity with customer success platforms (Salesforce, Totango) or willingness to learn.
- Comfortable delivering training via webinars or digital tools.
- Organized and able to manage multiple priorities in a fast-paced, evolving environment.
- A continuous improvement mindset and interest in automation and workflow optimization.
- Remote work environment
- Travel 1–2 times per year for team meetings or conferences
- Ability to remain in a stationary position for extended periods
BenefitsWhy Join Our Team?
At Riverside Insights, achieving real results for students and educators is more than talk, it is what we do. As we grow, so will you, offering the chance to expand your skills on an ambitious, solution-focused team. Join us in making great work possible, where your well-being and dedication to making an impact go hand in hand. If you are ready for an ambitious, collaborative environment, Riverside is the place for you.
Benefits- Medical, Dental, and Vision plans
- Company paid basic life and AD&D insurance
- Company paid long-term disability
- Paid Parental Leave
- Supplemental life insurance options
- Employee Assistance Program (EAP)
- Retirement plan with discretionary company matching
- Flexible Spending Account (FSA) and Health Savings Account (HSA) options
- Calm premium subscription for employee and dependents
- 33 days of company paid time off (PTO, Holidays, Wellness Days)
- Quarterly Focus Days
- Flexible work arrangements
- Tuition Reimbursement Program
- Company orientation and structured 30/60/90day onboarding
Compensation
A reasonable estimate of the compensation range for this position is $60,000 – $65,000 base + competitive bonus structure. This range is specific to the United States and may vary based on skills, experience, certifications, and internal pay structures.
Who is ImPACT?ImPACT Applications is a leading concussion assessment company providing innovative tools that support the evaluation and management of concussions. Our solutions deliver valuable neurocognitive data to thousands of healthcare professionals worldwide.
Riverside Insights is an Equal Opportunity EmployerWe prohibit discrimination of any kind and celebrate the diversity of our employees. Every individual has the right to a welcoming and inclusive workplace.
Our Commitment to Diversity & InclusionWe value and celebrate diverse backgrounds, experiences, and perspectives. Thank you for considering joining our mission to elevate potential globally
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What We Do
ssessments play a critical role in unlocking a person’s true potential. Actionable insights — derived from accurate, reliable and consistent data — create opportunities that help people thrive. Through our proven portfolio of trusted and precise assessment solutions, Riverside Insights offers the clarity and perspective needed to create a meaningful impact at the state, district and individual levels. We're dedicated to creating and providing a broad range of high-quality, time-tested professional testing products and services as well as delivering meaningful information that can enhance the lives of children and adults. At Riverside Insights, we are fueled by a powerful mission: to provide insights that help elevate potential. This stems from a core belief that every person should have the ability to understand their potential and be guided to the resources that enables them to realize that potential. We aspire to enrich 1B lives globally by 2030 by providing insights born of research-based assessments to students, clinical patients, and employees/companies. Elevating potential is what we do… and for over 80 years, developing and providing research-based assessments has been how we do it. Riverside is one of the preeminent and most longstanding assessment developers/publishers nationally. Riverside is a “purpose-fueled, values-led” company that is aligned behind a “PeopleFirst” ethos and a set of 5 very important core values that guide who we work with, how we make decisions, and the standard that we hold ourselves to. Riverside Insights strives for excellence. We recognize that we must have the best people, and the best people are drawn from the broadest pool of applicants. The people we need can be found only by looking across the full spectrum of race, color, religion, creed, sex, age, national origin, citizenship status, disability, qualified veteran status, genetic information, marital status, sexual orientation and gender identity.
