Description

Overview of the Role:

As our Digital CSM, you won't just manage accounts; you will build the engine that drives success for our entire "Tech Touch" segment. We are looking for a data-obsessed strategist who understands that the best way to help thousands of customers is through smart automation, insightful analytics, and a product-led growth mindset.

You will bridge the gap between technical logic and business outcomes, ensuring our smaller-scale customers achieve "big-scale" results without needing a dedicated 1-on-1 manager.

Responsibilities:

● Scaled Success Strategy: Design and execute "one-to-many" engagement programs (automated email sequences, in-app guides, and webinars) to drive product adoption.

● Data-Driven Health Monitoring: Build and monitor dashboards to track customer health scores. You’ll identify "at-risk" patterns before the customer even knows they have a problem.

● Customer Journey Mapping: Analyze the digital lifecycle to identify friction points and deploy automated interventions to increase retention and expansion.

● Segment Analytics: Use SQL or BI tools to segment the user base and deliver personalized content at scale.

● Feedback Loop: Act as the voice of the digital segment for Product and Engineering teams, translating bulk user data into actionable product features.

Required Qualifications:

● B.E./B. Tech degree followed by an MBA/PGDM from a reputable institution.

● 3–4 years of professional experience, with at least 2 years in Customer Success, Account Management, or Growth Ops.

● Proven track record in a Digital/Tech-Touch or "Scaled" CSM model.

● High proficiency in Data Analytics (SQL, Excel/Sheets, or BI tools like Tableau/Power BI).

● Experience with CRM and CS platforms (e.g., Salesforce, Gainsight, ChurnZero, or HubSpot).