Digital Customer Success Manager (DCSM)

OVERVIEW

The Digital Customer Success Manager (DCSM) is a key role within the Customer Success Operations team.

The DCSM focuses on enhancing the efficiency and effectiveness of the CS team by leveraging digital tools and data-driven insights. This role aims to streamline processes, improve customer interactions, and support the CS team in achieving their targets.

JOB RESPONSIBILITIES

Process Optimization

- Oversee and ensure smooth, frictionless renewal, upsell, and cross-sell processes.

- Establish and maintain Customer Success (CS) playbooks to standardize deliverables and streamline workflows.

- Design, deploy, and manage internal tools and process systems to support CS operations.

Data Analysis and Reporting

- Utilize data-driven management techniques to make informed decisions and improve processes.

- Analyze and report on key metrics, such as process efficiency, upsell revenue growth, training effectiveness, and scalability.

Communication - Automation

Create, curate and deliver digital customer experiences and communications leveraging Gainsight Journey Orchester, PX in app engagements and through our Digital Community

DELIVERABLES

- Perform white-space research to identify new opportunities.

- Establish and document processes and procedures.

- Ensure presentations and pitches are "pitch-perfect."

KEY PERFORMANCE INDICATORS

- Prv Metrics:

- Reduce time spent on non-revenue tasks.

- Implement findings from project LANDO to streamline processes.

- Upsell Revenue Growth:

- Increase revenue from upsells and cross-sells.

- Provide consistent product and sales training.

- Target whitespace in current customer portfolios.

- Training Effectiveness:

- Reduce onboarding time from 12 months to 6 months.

- Design and deliver an extensive induction program.

- Scalability:

- Enable CS Managers to handle larger portfolios.

- Enhance efficiency to lower the hourly time spent on individual accounts.

JOB COMPONENTS

- Data-driven Management:

- Make informed decisions based on accurate data.