Note: The job is a remote job and is open to candidates in USA. Addigy is a SaaS company that helps IT professionals manage Apple devices at scale. The Customer Success Manager will manage the health, adoption, onboarding, and retention of a portfolio of 200+ customers through scaled engagement, data-driven prioritization, AI-powered workflows, and collaboration with account management and customer success teams.
Responsibilities
- Monitor and manage health scores across 200+ accounts in ChurnZero, maintaining accurate contact data and acting on risk signals early
- Operate a repeatable weekly triage routine that separates accounts needing intervention from those the digital motion is handling, and defend that prioritization to the Manager of Customer Success
- Execute alert-driven and lifecycle plays across the portfolio: at-risk save plays, low-adoption outreach, NPS follow-up, and renewal readiness
- Move new customers through onboarding using group sessions, guided self-serve paths, and targeted human checkpoints, ensuring they reach early product value within 90 days
- Run the recurring one-to-many motion for the book: office hours, webinars, segment training, and group business reviews
- Reserve one-to-one calls for accounts where the value or the risk justifies them; default to scaled engagement everywhere else
- Use Claude and connected AI tooling to draft outreach, summarize account state, prepare group session content, and build repeatable workflows that reduce manual work
- Identify and flag expansion opportunities to the Account Management team, including upsell signals, new use cases, and accounts showing growth in device count or team size
- Report recurring friction, failed touchpoints, and content gaps back to the Digital CSM so problems are fixed in the program rather than absorbed by the book
- Build and share AI-powered workflows with the broader CS team rather than keeping them personal
- Establish accurate contact data and a current health score for every account in ChurnZero, so the portfolio can be triaged rather than guessed at
- Build a repeatable weekly triage routine that turns 200+ accounts into a short, defensible list of who gets your time and why
- Stand up the one-to-many engagement motion: group onboarding sessions, recurring office hours, and segment webinars, with measurable attendance and follow-through
- Execute alert-driven plays in ChurnZero across the book and show measurable movement in health score distribution
- Have AI-powered workflows in place for account summarization, outreach drafting, and signal detection that you are actively using and improving
Skills
- 3-5 years of experience in Customer Success, account management, or a related field, with a focus on adoption and retention in SaaS
- Proven experience owning a large book of accounts; 150+ accounts is more relevant here than deep enterprise account management
- Proficiency with ChurnZero or a similar CS platform, Salesforce, and Jira/Confluence
- Demonstrated AI fluency: you can describe something you have actually built or streamlined with AI tools in a professional setting, and you are equally clear about where you chose not to use it
- Strong written and verbal communication skills, including comfort running webinars, group onboarding sessions, and office hours for IT professionals and MSPs
- Ability to read usage and health data across a large portfolio, spot patterns, and convert them into a ranked action list
- Working knowledge of the Apple ecosystem (macOS, iOS, iPadOS), MDM concepts, Apple Business Manager, and device lifecycle
- Experience supporting or selling into MSP environments
- Hands-on experience building AI automations or workflows, not just using existing tools
Benefits
- Remote work in the US
- Potential eligibility for the company annual bonus scheme
Company Overview