Job details

Customer Success Manager

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 a Customer Success Manager at Digify, 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.

Average salary estimate

$75000 / YEARLY (est.)

min

max

$60000K

$90000K

If an employer mentions a salary or salary range on their job, we display it as an "Employer Estimate". If a job has no salary data, Rise displays an estimate if available.

What You Should Know About Customer Success Manager, Digify

At Digify, we're looking for a passionate and skilled Customer Success Manager to join our amazing team. As a Customer Success Manager, you will be the cornerstone of our customer relationships, helping clients navigate the powerful features of Digify's cloud-based document security and data room software. Your main responsibilities will revolve around onboarding new clients, ensuring they understand how to leverage our platform to its fullest potential, and fostering long-lasting relationships that drive customer satisfaction and retention. It’s all about being proactive! You will manage a portfolio of diverse accounts, conducting regular check-ins and collaborating closely with customers to assess their needs and provide solutions tailored just for them. Your role is not just about troubleshooting; it’s about being the voice of the customer. By sharing valuable insights with our Product and Sales teams, you'll help enhance our offerings and promote a customer-centric culture at Digify. With a minimum of two years' experience in a Customer Success or related role, strong communication skills, a knack for simplifying complex concepts, and a genuine desire to help others, you’ll thrive in a dynamic, collaborative environment. If you're eager to play a vital role in shaping our customer success processes and have a proactive, empathetic approach, this is the perfect opportunity for you to shine at Digify!

Frequently Asked Questions (FAQs) for Customer Success Manager Role at Digify

What are the key responsibilities of a Customer Success Manager at Digify?

As a Customer Success Manager at Digify, your main duties will include onboarding new clients, providing ongoing support to ensure customer satisfaction, managing a portfolio of accounts, and working collaboratively with customers on renewals and account expansions. You will also act as the voice of the customer, offering feedback to optimize our product and services.