[Remote] Customer Success Manager, Digital Touch
Note: The job is a remote job and is open to candidates in USA. Riverside Insights is a company focused on achieving real results for students and educators. The Customer Success Manager, Digital Touch will support customer retention, adoption, and engagement across a large digital portfolio of accounts, leveraging automation and data insights to enhance customer success.
Responsibilities
- Maintain regular engagement with a large portfolio of Digital Touch accounts through automated workflows, targeted outreach, and customer calls
- Deliver value-driven customer touchpoints and log all interactions in CRM tools (Salesforce, Totango)
- Monitor account health, usage signals, and churn-risk indicators and escalate or intervene as needed
- Support renewal readiness by identifying risks early and contributing to retention strategies
- Assist customers through onboarding milestones to ensure early adoption of key features
- Facilitate training opportunities through webinars, digital resources, and guided product usage
- Identify revenue opportunities such as overages or account growth trends and surface insights to leadership
- Follow established Customer Success playbooks and lifecycle engagement campaigns
- Collaborate with Senior CSMs, Marketing, Operations, and Leadership on digital engagement initiatives
- Share customer feedback to help influence product enhancements and process improvements
Skills
- Bachelor's degree in business, Marketing, Education, or related field; healthcare or sports tech experience is a plus
- Experience in SaaS Customer Success, Business Development, Customer Support, or similar customer-facing roles, preferred
- Experience managing large customer portfolios or scaled customer engagement models
- Ability to interpret CRM insights and customer data to identify trends and recommend proactive outreach
- Strong customer communication and relationship-building skills
- Familiarity with customer success platforms (Salesforce, Totango) or willingness to learn
- Comfortable delivering training via webinars or digital tools
- Organized and able to manage multiple priorities in a fast-paced, evolving environment
- A continuous improvement mindset and interest in automation and workflow optimization
Benefits
- Medical, Dental, and Vision plans
- Company paid basic life and AD&D insurance
- Company paid long-term disability
- Paid Parental Leave
- Supplemental life insurance options
- Employee Assistance Program (EAP)
- Retirement plan with discretionary company matching
- Flexible Spending Account (FSA) and Health Savings Account (HSA) options
- Calm premium subscription for employee and dependents
- 33 days of company paid time off (PTO, Holidays, Wellness Days)
- Quarterly Focus Days
- Flexible work arrangements
- Tuition Reimbursement Program
- Company orientation and structured 30/60/90day onboarding
Company Overview
Company H1B Sponsorship