Digital Customer Success Manager

Employ is transforming how hiring gets done. With our three ATS solutions - Jobvite, Lever, and JazzHR - plus cutting-edge AI Companions, we free recruiters from admin work and give them more time for what matters: connecting with people. More than 23,000 global customers rely on Employ to make millions of candidate connections each year, helping them hire smarter, faster, and at scale. From growing startups to the world’s most recognized brands, we’re redefining what’s possible in talent acquisition. We’re a fast-moving, remote-first team of builders and innovators who live our people-first philosophy every day. We back it up with flexible work scheduling and paid time off, comprehensive benefits, and career development opportunities that help you thrive. At Employ, you won’t just grow your career - you’ll help millions of others grow theirs. Come join our team where we have each other’s backs, champion our customers, hold ourselves accountable, and shape what’s next in talent acquisition. Candidate Safety Notice Please note, employ takes candidate safety seriously. Employ recruiters and employees communicate only via official @employinc.com email addresses. We will never request payment or personal financial information during the hiring process. If you receive suspicious outreach claiming to be from Employ, please report it to [email protected]. 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. Why You’ll Love Working Here: Make an impact: Your work will directly shape how thousands of employees experience total rewards at Employ — ensuring programs that attract, engage, and retain top talent across the globe. Meaningful, mission-driven work: Join a team where operational excellence in HR directly supports Employ’s mission to improve hiring outcomes for both people and businesses. Remote-first culture: Work from where you’re most productive while staying connected to a collaborative, high-energy team through virtual-first rituals and regular in-person meetups. Unlimited PTO: Trust-based time off so you can recharge and bring your best self to work. Comprehensive benefits: Medical, dental, and vision coverage to support you and your family’s health and well-being. Learning & development programs: Access to training, mentorship, and development resources to grow your skills — from HR operations to total rewards strategy. At Employ, we believe that when people from different backgrounds and perspectives come together, amazing things happen. We’re proud to be an Equal Opportunity Employer, and we’re committed to creating an environment where everyone feels welcomed, respected, and able to thrive. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law. We believe that when people feel they belong, they can do their best work and we want every member of our team to feel that sense of belonging. If you need accommodation at any stage of the hiring process, please reach out. We’ll be glad to support you. Recruitment Fraud Notice: Employ takes candidate safety seriously. Please be aware that Employ recruiters and interviewers will only communicate with candidates using official email addresses ending in @employinc.com. We will never ask for payment, banking information, or personal financial details at any stage of the hiring process, and we do not conduct interviews via messaging apps or social media platforms. If you receive communication that appears suspicious or claims to represent Employ but does not come from an @employinc.com email address, do not respond or continue engaging with the sender. Please report the message to [email protected]. 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. 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. Experience managing tickets in Salesforce Service Cloud or similar. 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.

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