Digioh is a market-leading SaaS platform powering on-site quizzes, personalization, and marketing integrations for major publishers and e-commerce brands. We operate at scale, move fast, and build things that matter. We don't have a playbook for everything yet, and that's the point. We're looking for someone who gets energized by that, not slowed down by it.
The Manager of Customer Success owns the health and growth of Digioh's customer base. You'll lead and develop a team of CSMs, own retention and renewal outcomes, manage strategic enterprise relationships, and build the scalable processes that will define how our CS function operates as we grow. You'll partner closely with Sales, Marketing, Product, Support, and Engineering, and you'll leverage AI heavily across your team to work smarter and serve customers at scale.
This role is for the kind of person who can run a team meeting in the morning, jump into a messy customer escalation in the afternoon, and close out the day shipping a new process they built from scratch. You're comfortable in the gray, you don't need perfect information to move, and you care deeply about the customers you serve. If you thrive in a high-growth, resource-constrained environment where you have real ownership, this is your role.
Job 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.
Requirements
- 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.
Desired Skills
- 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.
Why Digioh
If you want to own the health of a high-growth customer base, set the standard for how a CS team operates, and build something that scales, we want to hear from you.
Pay: $110,000.00 - $160,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: Remote
