Manager, Digital Client Success

Essential Functions

• Team Leadership & Development: Hire, coach, and mentor a high-performing team of DCSMs, including App and Webinar specialists. Foster accountability, growth, and collaboration within a fast-paced environment
• Digital Client Strategy: Oversee 1:many engagement strategies including performance check-ins, group calls, webinars, and in-app engagement. Ensure your team drives retention through proactive education, adoption, and platform optimization
• Non-CSM Touchpoints: Own digital client engagement channels such as in-app messaging, client education emails, and automated touchpoints. Collaborate with Marketing and Product to design scalable, tech-enabled experiences that strengthen retention without human intervention
• Retention & Growth: Partner with your team to identify upsell opportunities, guide renewal strategies, and ensure smooth handoffs to Sales. Focus on improving GRR, CSAT, and expansion across the digital client base
• Operational Excellence: Streamline tools, workflows, and processes to maximize efficiency in a high-volume client environment. Lead initiatives that improve scalability and digital impact
• Training & Enablement: Ensure consistent delivery of education on SEO, digital marketing, and Luxury Presence products. Support both team and client learning through webinars, workshops, and in-app content
• Data-Driven Insights: Monitor KPIs such as client engagement, upsell handoffs, CSAT, GRR, and digital adoption. Use analytics to drive improvements and provide leadership with transparent reporting
• Cross-Functional Collaboration: Partner with Marketing, Product, Sales, and Engineering to align digital success strategies with product enhancements, campaigns, and platform innovations
• Change Leadership: Lead your team and clients through new initiatives, tools, and processes, ensuring smooth adoption and measurable impact

You’re gifted at

• Leading diverse, specialized teams with clarity, accountability, and empathy
• Driving scalable client success strategies across both human and digital channels
• Coaching team members to excel in client education, engagement, and upsell identification
• Turning data into actionable insights that improve client outcomes and team performance
• Thriving in high-volume, fast-paced environments while maintaining focus on results

You have

• 2–4 years of people management experience in SaaS, Customer Success, or digital marketing services
• 5+ years of client-facing experience with a proven record of retention, adoption, and expansion
• Strong knowledge of SEO, digital marketing, and platform adoption strategies
• Experience designing or managing digital client touchpoints (in-app messaging, client emails, automated programs)
• Excellent communication and collaboration skills, with the ability to influence across functions
• Experience in Salesforce, Pendo, Hubspot, and Slack integrations (preferred)

You are

• A multiplier who develops high-performing individuals and teams
• A client advocate who ensures success at both the individual and program level
• Analytical and process-oriented, with a focus on digital scalability and impact
• Innovative and adaptable, always seeking new ways to improve client experience through both people and technology
• Collaborative, empathetic, and committed to building a positive, client-first culture
• Located in Austin, TX  and able to work 4 days a week in office as a part of our Hybrid team