Note: The job is a remote job and is open to candidates in USA. Securly is an innovative EdTech company serving school districts and educators. The Digital Customer Success Manager will manage a high-volume portfolio through scalable, digital-first lifecycle programs that drive adoption, retention, and expansion. The role involves monitoring customer signals, coordinating with cross-functional teams, and continuously improving automated customer success journeys.
Responsibilities
- Consistently meet or exceed GRR and logo retention targets aligned with departmental goals
- Execute lifecycle playbooks (onboarding, adoption, renewal readiness, seasonal readiness) that drive measurable customer outcomes
- Develop strong product knowledge and understand key adoption drivers and blockers across Securly products
- Identify and qualify expansion signals from telemetry and customer behavior, routing them to Account Managers with clear context
- Triage inbound customer needs efficiently using structured playbooks and escalation paths
- Maintain operational excellence in Vitally and Salesforce, including accurate health scores, lifecycle tracking, and account data
- Adhere to CS Ops–defined playbooks while providing structured feedback to improve journeys, triggers, and automation over time
- Maintain high data quality across systems to support reporting, forecasting, and portfolio-level decision-making
- Execute digital lifecycle programs across onboarding, activation, adoption, and renewal stages
- Manage a high-volume portfolio using one-to-many engagement strategies
- Monitor telemetry, engagement signals, and health scores to identify risks and opportunities
- Trigger and manage automated journeys and targeted outreach based on customer behavior
- Support customer inquiries using structured playbooks and escalate when appropriate
- Collaborate with Account Managers to route expansion opportunities with actionable context
- Partner with CS Ops, Product, and GTM teams to refine digital journeys and improve program performance
- Maintain accurate and structured data in Vitally and Salesforce to support execution and reporting
- Identify patterns across your cohort and contribute to improvements in playbooks, segmentation, and automation
- Complete onboarding and develop working expertise across Securly products and core digital customer workflows
- Assess your assigned digital cohort using telemetry, usage data, and lifecycle segmentation to identify risks and opportunities
- Execute and optimize digital lifecycle programs aligned to key education timelines
- Begin tracking engagement and adoption trends using Vitally and supporting dashboards
- Drive measurable improvements in defined usage or activation metrics across your cohort
- Provide structured feedback to CS Ops, GTM, and Product on journey design, content effectiveness, and automation opportunities
- Routinely identify and route qualified expansion signals to Account Managers with clear context and next steps
- Demonstrate measurable adoption improvements across customer segments
- Partner with Support and Implementation to identify recurring issues and patterns across your cohort
- Contribute to refinement of lifecycle playbooks, segmentation strategies, and automation triggers
- Meet and sustain GRR and logo retention targets aligned with departmental goals
- Maintain high data quality and reporting accuracy across Salesforce and Vitally
- Lead or contribute to initiatives that improve automation, segmentation, or customer-facing content at scale
- Demonstrate consistent execution of CS Ops playbooks while documenting learnings and improving program effectiveness over time
Skills
- Executed digital or scaled customer success programs that drive adoption, retention, or engagement outcomes, typically developed over 1+ years in a similar role within K–12 EdTech or SaaS environments
- Managed a high-volume portfolio using one-to-many engagement strategies such as lifecycle campaigns, webinars, or targeted outreach
- Supported onboarding and adoption of technology products for educators or administrators, translating product value into clear, actionable guidance
- Executed digital playbooks across onboarding, activation, or renewal stages to influence product usage at scale
- Used customer data, telemetry, or health signals to identify risks or opportunities and take action using structured playbooks
- Operated effectively within CRM and customer success platforms (e.g., Salesforce, Vitally, Gainsight), maintaining structured, high-quality data to support execution and reporting
- Partnered cross-functionally with Sales, Support, Product, and GTM teams to improve customer journeys and outcomes
- Ran or contributed to structured programs, testing variations, measuring outcomes, and iterating based on results
- Identified patterns across customer cohorts and contributed to improving playbooks, workflows, or lifecycle programs
- Worked within K–12 environments or supported educators and administrators in adopting technology solutions
Benefits
- 100% remote work arrangement
- Unlimited PTO
- Paid holidays
- Winter shutdown
- Paid parental leave
- Comprehensive health coverage
- 401(k) match
- Professional development support
Company Overview