Customer Success Manager/ Account Manager 202504
Digify is a cloud-based document security and data room software that allows customers to control, protect and track important documents after sharing them. Companies use Digify to protect confidential information for fundraising and due diligence, secure intellectual property, and protect sensitive communications.
Digify is used in 138 countries today. We have more than 600,000 users worldwide.
THE ROLE
As our Customer Success Manager at Digify, you can choose to work on-site at our Singapore office or remotely, with occasional travel to Singapore as needed. In this role, you will play a key role in onboarding, engaging, growing, and retaining customers. This dynamic role involves demonstrating our product, educating customers to drive adoption, nurturing them for expansion opportunities and retaining the customers satisfaction. Your primary focus will be on accelerating time-to-value, enhancing customer engagement, building long-term relationships, and strengthening the customers retention. Managing a wide range portfolio of accounts, you will work closely with your team lead, key stakeholders, and cross-functional departments to refine and optimize customer success processes, ensuring a seamless and impactful customer experience.
WHAT YOU WILL BE DOING
Serve as the primary contact for onboarding, training, and ongoing support to ensure seamless adoption of Digify's platform.
- Increase customer satisfaction and retention by building strong, long-term client relationships.
- Conduct regular check-ins to improve product usage and address customer issues promptly.
- Collaborate with customers on renewals, account expansions, and retention strategies.
- Act as the voice of the customer, providing actionable feedback to Product, Sales, and Marketing teams to enhance offerings.
- Monitor and report key success metrics, including NPS and product engagement, to identify trends and opportunities.
- Troubleshoot technical issues in partnership with the Engineering and Development teams.
- Facilitate customer advocacy by encouraging online reviews and participation in referral programs.
- Proactively manage a book of business, tracking account health and mitigating retention risks.
- Collaborate cross-functionally to optimize processes and implement solutions for customer success.
- Support system configuration and onboarding processes tailored to customer requirements.
- Minimum 2 years of experience as a Customer Success Manager, preferably in a fast-paced, B2B environment or related industries.
- Proven experience in customer success or account management within a B2B SaaS or software company.
- Exceptional interpersonal and communication skills to engage and build rapport with key stakeholders, ensuring mutual success and satisfaction.
- Proactive attitude and mentality in identifying opportunities to expand customer accounts by understanding their evolving needs and aligning them with our solutions.
- Strong ability to simplify complex technical concepts and communicate them effectively to non-technical customers.
- Willingness to learn and develop basic technical skills to confidently discuss technical topics with clients.
- Demonstrated success in renewals, upselling, and account expansion strategies.
- Exceptional written and verbal communication skills, with a focus on clarity and professionalism.
- Meticulous attention to detail and a high degree of accuracy in all deliverables.
- A driven, self-motivated, and enthusiastic mindset, paired with empathy, patience, and trustworthiness.
- Familiarity with Intercom, Chargebee, NPS tools, or similar platforms is an added advantage.
- Willingness to travel to Singapore on occasion if working remotely.
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Join the innovative team at Digify as a Customer Success Manager and be part of a company that’s changing the way businesses handle document security globally! At Digify, we empower over 600,000 users with our cloud-based document security and data room software, enabling companies to control and protect their critical documents post-sharing. In this hybrid role, you have the flexibility to work either in our Singapore office or remotely, with occasional travel to Singapore. As our Customer Success Manager, you'll be the cornerstone of our customer relationships, facilitating onboarding and training, driving product adoption, and nurturing accounts to ensure customer satisfaction and resourcefulness. You're not just managing accounts; you're building meaningful relationships to foster retention and expansion opportunities. You'll actively engage with customers through regular check-ins, address their challenges promptly, and gather insights to relay back to our teams for product enhancements. If you have a background in customer success or account management, particularly in the B2B SaaS arena, and are passionate about delivering top-notch client experiences, then this role at Digify is perfect for you. Your proactive attitude paired with meticulous attention to detail will play a crucial role in monitoring key success metrics and ensuring a seamless journey for our clients. Want to thrive in a fast-paced environment that encourages your growth? Come on board as a Customer Success Manager at Digify, where your efforts will truly make an impact!
Digify is the safest way to send files. A secure file sharing service with multi-platform support, Digify was founded by a team of professionals who saw the need for a simple way to control and protect ideas and content easily, freely and effectiv...
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