Digital Customer Success Manager

About Employ

Employ provides modern talent acquisition software solutions through Jobvite, Lever, and JazzHR. The company helps recruiters automate workflows, improve hiring efficiency, and scale talent operations using AI-powered recruiting technologies.

Role Overview

Employ is seeking a Digital Customer Success Manager to support and scale the JazzHR customer experience through high-volume, digital-first engagement strategies.

Unlike traditional account management roles, this position focuses on automation, playbooks, webinars, in-app communication, and customer success workflows at scale.

Key Responsibilities

Customer Engagement & Adoption

• Manage a high-volume book of business (BoB) through digital engagement channels
• Conduct quarterly account reviews and manage CSAT/NPS feedback workflows
• Execute customer success playbooks using:
• Email campaigns
• Webinars
• In-app messaging
• Automated workflows
• Engage proactively with at-risk customers identified through health scores and churn indicators

Case & Queue Management

• Resolve higher-complexity customer tickets
• Collaborate with Support and Customer Success teams
• Maintain SLA expectations for response and resolution times
• Contribute to shared support queue coverage

Customer Advocacy & Retention

• Share customer feedback and trends with Product, Support, and Revenue teams
• Execute retention and churn mitigation strategies
• Identify customer expansion opportunities and qualified leads (CSQLs)
• Monitor and respond to CSAT and NPS survey feedback

Product Enablement & Education

• Stay updated on product releases and best practices
• Host webinars, office hours, and customer Q&A sessions
• Improve self-service content and customer enablement resources

Data & Analytics

• Use Gainsight, Salesforce, and analytics dashboards to monitor customer health and engagement
• Identify customer risk and growth opportunities using customer data
• Provide reporting and actionable insights to internal teams

Required Skills & Qualifications

• 2–4 years experience in:
• SaaS customer success
• High-volume account management
• Digital customer engagement
• Experience with:
• Salesforce Service Cloud
• Customer support ticketing systems
• Strong written and verbal communication skills
• Ability to multitask and manage competing priorities
• Experience working with automation and structured playbooks
• Strong customer-centric mindset

Preferred Qualifications

• Experience with Gainsight or similar customer success platforms
• Experience in SaaS or HR tech environments
• Familiarity with customer health scoring and churn reduction workflows

Compensation & Benefits

• Annual salary range: $67,760 – $84,700 USD
• Potential performance bonuses and equity opportunities
• Unlimited PTO
• Comprehensive health benefits
• Remote-first work environment
• Learning and development opportunities

Additional Notes

• Remote-first company culture
• Equal opportunity employer
• Applicants should only communicate with official @employinc.com email addresses during recruitment