Customer Success Specialist (Digital)

Overview ABOUT THE ROLE

The Customer Success Specialist will be responsible for managing a large portfolio of small to mid-sized customers through a scalable, tech-enabled approach. This role blends proactive customer engagement with reactive support to ensure adoption, satisfaction, and retention. You will use digital channels and data-driven strategies to deliver value at scale, while also handling inbound requests including churn risks with care and responsiveness.

What you’ll do :

Own a high-volume portfolio of customers, using automation and digital touchpoints to guide them through onboarding, adoption, and renewal.

Lead digital-first onboarding experiences including self-guided content; collaborate closely with Support on webinars, and scalable live training sessions to ensure a smooth transition from Sales to Customer Success.

Monitor customer health and product usage through Gainsight and Salesforce to proactively identify risk and opportunity. Trigger automated journeys and personalized outreach based on key customer signals.

Deliver one-to-many communications that feel personal- leveraging in-app messaging, email campaigns, webinars, and office hours to engage and educate customers at scale. Collaborate closely with CX & Enablement to plan and execute these programs and campaigns.

Be an expert on platform functionality and best practices. Recommend features, workflows, and usage patterns that drive ROI, tailoring recommendations based on customer segment and industry.

Work cross-functionally with Support, CX Enablement, and Sales to coordinate high-impact moments such as product launches, feature rollouts, and upsell opportunities. Escalate risks to senior CSMs or