Role Overview
The Digital Customer Success Manager is the owner of the digital segment of Atlas Governance, responsible for a scalable and data-driven journey, replacing the 1:1 CSM model. The position combines Customer Success and Operations, with a focus on monitoring the Health Score, usage events, automation, and orchestration of the journey.
What You Will Do
Monitoring the Health Score daily, acting on drops, risk alerts, and inactivity; following usage events in Mixpanel and turning them into triggers; maintaining dashboards and alerts for the segment; keeping CRM and portfolio data clean and up-to-date; operating the Digital Journey; executing plays based on events; managing CTAs for the hybrid segment; working with CS AI agents; testing, measuring, and iterating; being the human point of contact for the segment when triggers require it; identifying expansion signals and passing qualified opportunities to the Renewals team; escalating to Support, Product, or Enterprise CSMs when necessary; bringing customer feedback and usage insights to Product and CS leadership.
Why It Might Be a Fit
The ideal candidate has experience in Customer Success in SaaS B2B, with 1+ year in Digital CS, Scaled CS, CS Ops, or the pooled/long-tail model; practical experience monitoring Health Score and acting on usage data; knowledge of product analytics and CRM/CS platform; experience creating or operating automated journeys; advanced spreadsheet skills; experience managing large portfolios with prioritization and automation; advanced Spanish and English skills; clear written communication.
Requirements
- Experience in Customer Success in SaaS B2B
- 1+ year in Digital CS, Scaled CS, CS Ops, or the pooled/long-tail model
- Practical experience monitoring Health Score and acting on usage data
- Knowledge of product analytics (Mixpanel, Amplitude, or similar) and CRM/CS platform (HubSpot, Gainsight, Totango, ChurnZero, or similar)
- Experience creating or operating automated journeys: email sequences, in-app messages, triggers, and workflows
- Advanced spreadsheet skills: building dashboards, reading trends, and translating into action
- Experience managing large portfolios (100+ accounts) with prioritization and automation
- Advanced Spanish and English skills
- Clear written communication
Benefits
- Meal voucher (on the Swile card)
- Home office allowance (on the Swile card)
- Health plan
- Life insurance
- Spanish lessons
- Partnership with EnglishPass
- Birthday and children’s birthday leave
To apply for this job please visit atlas-governance.gupy.io.
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