Digital Customer Success Manager

Job description

We’re a growing team, and as we scale, so does our need to focus on expanding our Customer Success team. You’ll be joining a people-focused company, and as a Digital Customer Success Manager, you will ensure customers receive a consistent, high-quality success experience through scalable engagement, proactive guidance, and broad access to Vendavo resources. Unlike Enterprise and Strategic Customer Success Managers, Digital CSMs do not own a named portfolio of accounts. Instead, they support a pooled segment of important customers, helping them adopt Vendavo solutions, realize value, stay informed about new capabilities, and connect with the right resources when needed. This role sits at the intersection of customer engagement, customer advocacy, and operational scale. Success comes from using digital channels, data, automation, and repeatable programs to help customers achieve their goals while continuously improving how Customer Success operates across the broader customer base. ### THE OPPORTUNITY - Serve as the primary Customer Success contact for a pooled segment of customers, providing guidance, coordination, and support throughout the customer lifecycle. - Drive customer adoption and value realization through scalable engagement programs, including webinars, lifecycle campaigns, digital communications, office hours, and self-service resources. - Help customers understand and take advantage of Vendavo's capabilities, product enhancements, best practices, and new innovations. - Monitor customer health, usage patterns, engagement trends, and support activity to identify customers who may need additional assistance or proactive outreach. - Partner with customers to address questions, navigate challenges, and connect them with the appropriate Vendavo resources, subject matter experts, or teams. - Act as an escalation point for customers within the pooled segment, ensuring issues are routed appropriately and resolved with urgency and transparency. - Partner with Customer Success Operations to improve processes, playbooks, customer journeys, reporting, automation, and digital engagement strategies. - Advocate for customer needs and feedback by sharing insights with Product, Services, Support, and Customer Success leadership. - Continuously evaluate engagement effectiveness and recommend improvements that increase customer satisfaction, adoption, retention, and operational efficiency. - Flexibility to **work from 3 pm IST to 11 pm IST t**o effectively support global stakeholders and business-critical operations. - Other duties as assigned. ### THE SKILL SET - 3-5 years of experience in Customer Success, Customer Support, Account Management, Customer Operations, or a related customer-facing role. - Experience supporting multiple customers simultaneously in a SaaS, technology, or subscription-based business. - Strong customer advocacy mindset with the ability to understand customer needs and connect customers to the appropriate resources and solutions. - Ability to manage a high volume of customer interactions while maintaining a consistent customer experience. - Experience using customer data, health signals, adoption metrics, or engagement data to prioritize outreach and identify opportunities for intervention. - Excellent written and verbal communication skills, with the ability to engage customers through digital channels including email, webinars, community forums, and virtual meetings. - Strong organizational skills and the ability to work within established processes while helping improve them over time. - Comfortable working in a metrics-driven environment with defined service levels, workflows, and operational targets. - Willingness to support customers across North American and European time zones as needed. - Nice to have is experience in a Digital Customer Success, Tech Touch Customer Success, Customer Experience, Customer Operations, or Scaled Customer Success environment. - Prefer experience building or executing customer lifecycle programs, adoption campaigns, customer education initiatives, or automated engagement journeys. - Familiarity with Customer Success platforms such as Gainsight, Totango, ChurnZero, Planhat, or similar tools. - Prefer experience using Salesforce, customer analytics tools, marketing automation platforms, or customer engagement technologies. - Nice to have is familiarity with pricing, CPQ, quote-to-cash, commercial excellence, or other B2B software solutions. - Prefer experience partnering with Customer Success Operations to design processes, reporting, automation, or customer journey improvements. - Curiosity and willingness to develop expertise in Vendavo solutions, customer use cases, and emerging commercial technologies. ### THE BENEFITS - Professional growth and Development opportunities. - Working within a team of friendly, skilled people where help is always within reach - Flexible working hours - 4 recharge days, where the entire company goes on a brief pause in all geographies for 1 day each quarter. This day can be spent in whatever way helps you recharge, to regain energy, and dive back into the next workday - High-end laptop (Windows or Mac) - Competitive pay and bonus - 18 vacation days in a year in addition to 15 days Sick Leave/ Casual leave per calendar year. - 16 hours of paid volunteer time off per year - Wedding gift and newborn gift allowance for employees. - 26 weeks of paid maternity leave and one week of paid paternity leave. - 12 wellness leaves for women employees - Health Insurance of up to 7 lacs for self, spouse, 4 dependent children, and parents. 100% of the premium is paid by Vendavo and it covers the employee, spouse, children, and their parents. - Group Term Insurance coverage up to three times of their Annual CTC . Dependents are not covered. - Group Personal Accident coverage up to three times of Annual CTC. Dependents are not covered. - Provident fund contributions