(TF not initially enabled) Customer Success Manager

Come Join Our Team of exceptional Customer Success Managers

About The Role

As a Digital / Low-Touch Customer Success Manager, you will play a critical role in scaling our JazzHR customer experience. You’ll manage a broad book of business, leveraging automation, playbooks, and digital engagement strategies to help customers onboard successfully, adopt product features, and realize value.

Unlike traditional CSM roles, this position emphasizes high-volume, digital-first engagement (email campaigns, webinars, office hours, in-app messaging, ticket management, CSAT/NPS follow-up) over 1:1 account management. You’ll partner closely with Support and Renewals to ensure customers receive fast, proactive, and consistent outcomes at scale.

What You'll Do:

• Digital Customer Engagement & Adoption:
  • Manage an assigned BoB of accounts in which you are responsible for their success, regular 2/quarter account reviews and NPS and CSAT score feedback.
  • Manage a round robin of high-volume book of JazzHR customers through digital and one-to-many channels (playbooks, templates, webinars, in-app, automated comms).
  • Proactively engage customers flagged by health scores, churn indicators, or playbook triggers.
• Case & Queue Management:
  • Own resolution of higher-complexity tickets while collaborating with Support and other CSMs.
  • Contribute to queue coverage by resolving non-assigned customer tickets with speed and quality.
  • Monitor and maintain service-level expectations for response and resolution times.
• Customer Advocacy & Retention:
  • Own resolution of higher-complexity tickets while collaborating with Support and other CSMs.
  • Contribute to queue coverage by resolving non-assigned customer tickets with speed and quality.
  • Monitor and maintain service-level expectations for response and resolution times.
  • Masters Degree
• Customer Advocacy & Retention:
  • Act as the customer’s voice internally, sharing trends, blockers, and opportunities with Product, Support, and Revenue teams.
  • Execute digital playbook strategies to mitigate churn, increase retention, and identify qualified expansion opportunities (CSQLs) for Renewals/Sales.
  • Monitor and respond to CSAT/NPS surveys, ensuring timely action per playbook guidelines.
• Product Knowledge & Enablement:
  • Stay up to date on product releases, new features, and best practices.
  • Host live digital office hours, webinars, or Q&A sessions for groups of customers.
  • Support the creation and improvement of self-service help center and playbook content and automation strategies.
• Data-Driven Success:
  • Leverage Gainsight, Salesforce, and analytics dashboards to track health, adoption, and engagement.
  • Use customer data to identify risk and opportunity patterns and take action via automated or playbook workflows.
  • Share reporting and insights to inform internal teams and improve customer outcomes.

What You Bring:

• 2–4 years in a customer-facing SaaS role, ideally in digital / scaled success or high-volume account management.
• Comfort working in a low-touch, high-volume model with reliance on automation and playbooks.
• Strong written/verbal communication skills, with the ability to engage customers effectively through digital channels.
• Ability to balance competing priorities, multitask effectively, and follow structured processes.
• Customer-centric mindset with a passion for delivering value at scale.
• Familiarity with Gainsight or other CS platforms preferred.

We believe clarity builds trust, so we share the national pay range for this role: $67,760–$84,700 per year (USD base salary). This range reflects the scope of the role across the U.S. and is informed by market data, internal equity, and the responsibilities of the position.

Your final offer will consider your unique skills, experience, and location. In addition to base salary, total compensation may include performance bonuses, equity, and a comprehensive benefits package.

If you’d like more details about how compensation is determined or how benefits factor in, please get in touch. We’re committed to fair, transparent pay and want to make sure you have the information you need.