Scaled Customer Success Manager, Posit

• Experience in Customer Success, Professional Services, Account Management, or Support
• Experience with training delivery/enablement
• Proven ability to develop and execute successful digital customer engagement strategies
• Strong understanding of digital communication channels, online community platforms, and CRM systems
• Experience creating and managing online help resources like knowledge bases and FAQs
• Excellent written and verbal digital communication skills, with the ability to create engaging and informative online content
• An analytical mindset with the ability to interpret digital data and derive actionable insights
• Experience with digital marketing automation tools (e.g., Marketo, Hubspot) and email marketing best practices
• Strong problem-solving skills and the ability to troubleshoot issues related to digital platforms
• Ability to work independently and manage multiple digital initiatives simultaneously

Desirable

• As a Scaled Customer Success Manager, you will drive scaled, data-informed customer engagement using digital channels and automation. You’ll guide customers through key stages of their journey using self-service tools, lifecycle communications, and proactive playbooks.
• While much of the engagement happens through digital programs, you’ll also respond to direct customer inquiries and step in personally when accounts are off-track—whether by initiating 1:1 outreach, triaging issues, or connecting customers with the right internal experts. This hybrid model ensures every customer gets the right level of support at the right time
• Partner with and Execute Digital Success Strategies: Design and implement digital-first customer success programs and initiatives that leverage online resources, self-service education, email campaigns, webinars, and other digital communication channels
• Drive Digital Adoption and Engagement: Proactively engage with customers through digital platforms to encourage adoption of key features, products, and services, and ensure they effectively leverage our digital resources
• Monitor and Manage Off-Track Accounts: Use digital analytics, behavioral signals, and CRM tools to track customer engagement and identify when accounts are off-track or at risk. Based on the context and severity, respond with the appropriate intervention, ranging from automated outreach and digital playbooks to direct 1:1 follow-up, including triaging with internal experts or escalating to technical teams when needed
• Assist with Curation and Enhancement of Digital Resources: Partner with Marketing to shape, develop, and maintain high-quality online resources such as FAQs, knowledge base articles, video tutorials, and community forums, empowering customers to find solutions independently
• Drive Participation In Our Online Customer Communities: Foster vibrant participation in our online customer community through active participation, content moderation, and community-building initiatives in coordination with other Posit Departments
• Develop Scalable Digital Communication: Work with Marketing to design and execute automated and personalized digital communication strategies, including onboarding sequences, product updates, and value-driven content, to nurture customer relationships at scale and guide customers towards value realization
• Analyze and Report on Digital Success Metrics: Track and analyze key digital customer success metrics (e.g., Time to value, % of customers completing onboarding, Product usage and milestone achievement, and % of at-risk accounts with triggered interventions) to measure the effectiveness of digital initiatives and identify areas for improvement
• Collaborate Cross-functionally: Partner with Marketing, Product, and Support teams to ensure a seamless and consistent digital customer experience across all touchpoints
• Champion the Digital Customer Voice: Gather customer feedback from digital channels and advocate for improvements to our products, resources, and overall online experience
• Onboard and Educate Digitally: Design and deliver engaging digital onboarding programs to ensure new customers quickly understand and adopt our offerings
• Within 1 month, you will…
• Complete your orientation and onboarding week
• Learn about our software and the key aspects of driving digital adoption for our customers
• Meet with team members in Sales, Marketing, Solutions Engineering, and Support to understand the lifecycle of our smaller accounts and the digital customer journey
• Become familiar with the current digital tools available to customers through online resources
• Drive meaningful engagement with your customers
• Within 3 months, you will…
• Catalogue current digital tools and identify gaps
• Participate in regular team meetings to share learnings and refine your digital adoption strategies for your customer base
• Become familiar with our internal tools and processes for managing customer relationships and digitally tracking adoption progress
• Contribute to the creation and curation of digital customer success resources
• Within 6 months, you will…
• Contribute to retention and basic growth targets within your assigned customer base through effective digital engagement
• Analyze key digital customer success metrics and identify areas for optimization
• Within 12 months, you will…
• Be contributing directly to the team's success by driving product adoption and supporting customer retention within your assigned accounts through digital strategies
• Continue to develop your skills in digital customer success and account management
• Identify and address basic risks and opportunities within your customer base through digital insights