Digital Customer Success Manager
Levelset, a Procore Company, is seeking a Digital Customer Success Manager to join their Customer Success Team. This role involves engaging with customers through a digital-first approach to drive retention and growth, utilizing customer data and analytics to enhance customer outcomes.
Responsibilities
- Manage a digital book of business, engaging customers through a digital-first model to drive retention and growth
- Drive adoption and expansion through strategic touchpoints, campaigns, webinars, and automated outreach
- Analyze customer health signals (usage, engagement, lifecycle stage, risk indicators) to guide proactive engagement
- Prioritize outreach based on revenue potential, risk level, expansion opportunities, and lifecycle stage
- Respond to inbound customer inquiries, troubleshoot issues and ensure timely resolution
- Collaborate cross-functionally with Support, Sales, Product, and RevOps to improve customer outcomes and segmentation models
- Monitor product adoption and deliver enablement resources such as walkthroughs, guides, and best practices aligned to customer goals
- Contribute to scalable success programs by improving digital plays, automation workflows, and identifying friction points
Skills
- 1+ years of experience in Customer Success, Account Management, or Customer Operations
- Experience managing a high-volume book of business in a digital or scaled customer engagement model
- Strong analytical skills with experience using CRM and product analytics tools
- Data-driven mindset with the ability to interpret usage trends and engagement signals
- Excellent prioritization, time management, and multitasking abilities
- Clear written and verbal communication skills with a customer-centric approach to problem-solving
- Familiarity with customer success tools and programs, such as Salesforce, Gainsight, HubSpot, health scoring models, or digital engagement campaigns
- Experience in SaaS or technology-driven environments
Benefits
- Equity Compensation
- Bonus Incentive Compensation
Company Overview