[Remote] Manager of Customer Success

Note: The job is a remote job and is open to candidates in USA. Digioh is a market-leading SaaS platform specializing in on-site quizzes, personalization, and marketing integrations for major publishers and e-commerce brands. The Manager of Customer Success will lead a team of Customer Success Managers, focusing on customer retention, renewal outcomes, and building scalable processes to enhance the customer experience.

Responsibilities

• Lead, coach, and develop a team of Customer Success Managers through regular 1:1s, performance conversations, and career growth support
• Own the team's retention, renewal, and expansion revenue targets. Build repeatable playbooks and processes that scale without adding headcount
• Manage the full renewal cycle end-to-end, from early risk identification through contract execution, ensuring no renewal is a surprise
• Serve as the senior escalation point for at-risk accounts, coordinating cross-functionally with Support, Product, and Engineering to drive fast resolution
• Carry a direct portfolio of Digioh's most strategic enterprise accounts, leading executive business reviews and building strong stakeholder relationships
• Define and continuously improve core CS processes: onboarding, health scoring, QBR cadences, churn early-warning systems, and renewal workflows
• Embed AI tooling into day-to-day CS operations, from account research and risk detection to communication and reporting, and hold the team accountable to using it
• Partner with Sales on upsell and expansion opportunities, and with Marketing to develop customer advocates and case studies
• Report regularly on team performance, churn risk, NPS/CSAT trends, renewal pipeline, and expansion opportunities to leadership
• Deliver structured, actionable product feedback from customers to Product and Engineering
• Roll up your sleeves wherever needed. This team is still building and you'll be expected to contribute at every level

Skills

• 5+ years of Customer Success experience at a SaaS company
• Minimum 2 years managing a CS team, in a team lead, senior, or player-coach capacity
• Demonstrated ownership of retention, renewal, and upsell targets at an enterprise level
• Strong background in eCommerce, with experience in Shopify or Magento ecosystems, email marketing, and/or on-site CRO for DTC brands
• Proven track record preventing churn and growing accounts
• Active, hands-on use of AI tools in your current workflow. Familiarity with how to apply them across customer communication, account planning, and team operations
• Strong coaching instincts and the ability to develop early-career CSMs
• Excellent executive communication skills across phone, video, and email, with experience presenting in QBRs or EBRs
• Proficient with HubSpot, Asana, and Google Workspace
• Comfortable building and presenting team health metrics to leadership
• Experience building CS infrastructure from scratch at a scaling company
• Familiarity with marketing technology, lead capture, or conversion rate optimization tools
• Experience with Klaviyo, Attentive, or similar eCommerce martech platforms

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