Digital Customer Success Manager
This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Digital Customer Success Manager based in Brazil.
This fully remote opportunity is ideal for a data-driven Customer Success professional who enjoys building scalable, technology-enabled customer experiences. You will own the digital customer segment, helping a large portfolio of B2B SaaS clients stay engaged, achieve value, and renew through automated journeys and targeted human interactions. Combining Customer Success expertise with operational excellence, you will monitor customer health, analyze product usage, and turn behavioral insights into proactive engagement strategies. You will design and optimize automated communications, in-app messaging, webinars, and customer education initiatives. Working closely with Customer Success leadership, Product, Support, and AI-powered CS tools, you will help improve retention, adoption, and expansion while making customer engagement more efficient and measurable.
Accountabilities
- Customer Health Monitoring: Monitor the health of the digital customer portfolio daily, identifying declining Health Scores, inactivity, risk alerts, and other indicators requiring intervention.
- Product Usage Analytics: Track product usage events through analytics platforms such as Mixpanel, including logins, feature adoption, AI usage, and key workflows. Translate behavioral data into actionable engagement triggers.
- Dashboards and Reporting: Maintain dashboards and alerts covering customer health, adoption, risk, and renewal pipelines. Ensure CRM and customer portfolio data remain accurate and reliable to support effective automation and reporting.
- Digital Customer Journey Management: Operate and optimize scalable customer engagement journeys through automated emails, in-app messages, webinars, office hours, and help-center content.
- Automated Engagement Plays: Execute e...
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